How to Implement SLA Tracking in Your Helpdesk

Why SLA Tracking?

Without SLAs, there is no accountability. With SLAs, you can measure performance, identify bottlenecks, and prove IT value to management.

Step 1: Define SLA Targets

Priority	Response Time	Resolution Time
P1 — Critical	15 minutes	4 hours
P2 — High	1 hour	8 hours
P3 — Normal	4 hours	24 hours
P4 — Low	24 hours	5 business days

Step 2: Configure Your Helpdesk

Set up priority levels, SLA timers, and escalation rules in your helpdesk tool. Workro Desk handles this automatically.

Step 3: Monitor and Report

Review SLA compliance weekly. Generate monthly reports for management. Target: 95%+ compliance overall.