In our ongoing effort to make our new Service Desk the industry-leading tool, we've added support for SLAs (Service Level Agreements). Here's how the new capability works.
An SLA is a promise about how quickly your team responds to and resolves a ticket — for example, "first response within 15 minutes for Urgent tickets." DevStride now tracks that promise for you: it starts a timer the moment a matching ticket comes in, counts only the hours your team is actually open, and automatically warns you — or takes action — before the deadline is missed.
Set up a Schedule — the days, hours, timezone, and holidays your team is open — so a timer only counts time your team is actually working. Timers automatically pause outside open hours and resume right where they left off once you're back. Don't need business hours at all? Leave a policy running around the clock instead.
Create an SLA Policy that matches tickets by Priority, Work Type, or Customer Importance, and set a target — in minutes — for First response and Resolution. Policies are evaluated in order, and the first one that matches a ticket wins, so you can layer a specific policy for your most urgent work over a broad catch-all for everything else.
A new Service Desk → SLA At Risk view shows every ticket currently being timed, its remaining time (or how overdue it is), and its state — Running, Paused, Met, or Breached — so nothing slips through unnoticed.
Two new triggers are available in Automations: SLA At Risk (a ticket is nearing its deadline) and SLA Breached (a ticket has missed it). Pair either with the new Reply to Customer action to automatically message a customer the moment their promised response time is at risk or missed — no one has to be watching the clock.
📚 Full guide: Service Level Agreements (SLA) in the Service Desk docs.