SLA Desk, the Service Level Automation Desk
£5 per agent. Service levels that run themselves.
SLA clocks measured against your working hours, automation for the moves you make every day, and escalation that acts before a target slips, wrapped around a branded customer portal, an agent workspace built for fast triage, and two-way email and reporting. Every feature is in every account, at £5 per agent per month.
No payment card for the trial. No setup fee. Cancel any time.
Most helpdesks still bill like it's 2015. SLA Desk doesn't.
What a support team pays per agent, per month.
Ranges reflect common per-agent list prices for mainstream helpdesk platforms on mid-tier plans, billed monthly. Ours is £5 flat, with nothing held back for a higher tier. Compare SLA Desk with Zendesk, Freshdesk and others →
Customer portal
Answer the question before it becomes a ticket.
Customers land on a clean, branded portal. As they describe the problem, the knowledge base reads along and offers the article that solves it, so the routine requests never reach your queue.
- Live deflectionMatching published articles surface while the customer types, with helpfulness voting to sharpen them over time.
- Access on your termsOpen guest submission, self-registration or invite-only. Guests still get a secure link to their own thread.
- Track, reply, rateOne place to follow a ticket, reply, and score the resolution when it closes.
Agent workspace
One queue that is built for triage.
Everything an agent touches in a day is one click away: filter and search the whole queue, keep your own saved views, and work a ticket without leaving the page.
- Notes and replies togetherPublic replies and internal notes on one thread, clearly separated, with an audit trail behind every change.
- Fast repetitive workCanned responses, merge, bulk actions, and
@mentionsto pull a colleague in as a watcher. - Log a call in secondsRaise a ticket for a customer straight from a phone call or a walk-up.
Service levels
Clocks that respect your working hours.
Service levels are what SLA Desk is built around. First-response and resolution targets run against a business-hours calendar; the clock pauses while you wait on the customer and restarts if the ticket is reopened, so the numbers match the promise you actually made. Want to see the maths? Try the free SLA deadline calculator.
- Breach sweepA check every few minutes flags at-risk and breached tickets and notifies the owner.
- Escalation rulesRaise priority, reassign to a team, or alert a lead when a ticket ages past a threshold.
- Even assignmentLoad-aware round-robin hands new tickets out by each agent's current open count.
Automation
Routine moves happen without a person.
Describe a condition and the actions that follow. Rules run on any ticket event, with a loop guard to keep them safe, and the same rules are available as one-click macros an agent triggers by hand.
- Sort on arrivalTag, assign and notify the moment a ticket is created or updated.
- Idle handlingClose stale resolved tickets and nudge customers who have gone quiet.
- Always auditableEvery automated change is recorded, so you can see why a ticket moved.
Email is a proper channel, in both directions.
Customers who never open the portal still get one coherent conversation. Replies thread onto the right ticket, new senders open new tickets, and agents stay in one place.
- Reliable threadingStandard mail headers plus a subject reference keep it in order across every mail client.
- Sensible defaultsVerified senders post public replies; anyone else lands as an internal note to check first.
- Noise filteredAuto-replies and bulk mail are ignored, and every message in and out is logged.
Reporting
The numbers your team leads ask for.
A dashboard covering the whole desk: overview, SLA attainment, per-agent output, satisfaction and volume, over any date range, with a CSV export on every tab.
- SLA attainmentBroken down by team and priority, so you can see where targets slip.
- Per-agent viewHandled, resolved and reopened, for one-to-ones without a spreadsheet.
- CSAT trendsTied back to the tickets and agents behind each score.
Who uses it
One desk, wherever requests pile up.
Anywhere a team fields a steady stream of requests and needs every one tracked, answered on time and accounted for, SLA Desk fits the same way.
IT & software services
The classic fit. Track software bugs, manage hardware rollouts, process password resets and troubleshoot technical issues for both internal staff and external users.
E-commerce & retail
Handle a high volume of order-tracking, returns, exchange and product questions. Every customer interaction is logged, so no request falls through the cracks.
Healthcare
Manage patient inquiries, coordinate scheduling and run internal IT support for medical staff, plus maintenance requests for critical equipment.
Education
Support students with enrolment, portal access and financial aid questions, while managing IT requests for faculty and facility maintenance across large campuses.
Property management & real estate
Organise tenant maintenance requests, track lease inquiries and schedule repairs efficiently across multiple residential or commercial properties.
Hospitality & travel
Handle booking changes and loyalty enquiries alongside internal facility issues. A guest reports a broken air conditioner, the front desk raises a ticket, it routes straight to maintenance, and it is tracked to completion and logged for later review.
per agent · per month
A ten-person team pays £50. Add someone mid-month and it is pro-rata. No minimum seat count, no annual lock-in.
Everything, in every account.
- Unlimited tickets and customers
- Unlimited knowledge base
- Unlimited teams and rules
- Two-way email on your domain
- Full reporting and CSV export
- Hosting, backups, updates
- SLAs and escalation
- Data export on request
There is nothing for you to run.
We operate the servers so your team can look after customers. You get an admin login and a support address, and that is the whole SLA Desk setup.
Hosting and backups
Your desk runs on our infrastructure with nightly encrypted backups and monitoring.
Updates, handled
New releases are applied for you, with no downtime windows to plan around.
Your data, portable
Every ticket, message and article exports on request. No lock-in, no fee to leave.
Questions
Is SLA Desk really just £5 per agent?
Yes. £5 per agent per month covers every feature of SLA Desk, with no setup fee, no minimum seat count and no separate charge for tickets, storage, email volume or reporting. Ten agents is £50 a month.
What counts as an agent?
Anyone with a login to the agent workspace: the people who reply to tickets, plus team leads and admins. Your customers are never counted, however many of them you have.
What if we add or remove people mid-month?
Billing is pro-rata. Add an agent halfway through the month and you pay for half a month; remove one and the next invoice drops. There is no annual commitment.
Where is it hosted, and is our data safe?
On managed infrastructure with encrypted nightly backups. Each account's data is isolated, you can request a full export at any time, and there is a one-click tool to anonymise an individual customer for data protection requests.
Can we bring our existing tickets across?
Tickets, customers and knowledge base articles can be imported into SLA Desk. Tell us about your current system during the trial and we will help with the mapping.
How does the free trial work?
Every account starts with a month free and no payment card. Invite your team, connect your support address, use the whole product. Add a card only if you decide to keep it.
Move your support desk to SLA Desk this week.
Start a 1-month trial now, or email us for a 30-minute walkthrough of the portal, the workspace and the admin side.