Help Scout
Help Scout is a customer support platform for teams to manage shared inboxes, docs, and live chat.
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How to create an SLA policy in HelpScout

Here is how to create an sla policy in helpscout

  1. First click on "Manage" dropdown in the application header
  2. Then select "Inbox" from the dropdown menu
  3. Next, click on the inbox name in the Inboxes list
  4. Then select "SLA's" from the left sidebar menu
  5. Click on the "Create SLA policy" button
  6. Then click on the "Name" input field and enter SLA name
  7. Next, click on the "Description" input field and enter SLA description
  8. Then click on the "Add condition group" button
  9. After that, click on the "Company" button
  10. Then click on the "Add Companies" button
  11. Next, select a company name from the list of companies
  12. Then click on the "Add" button
  13. After that, click on the toggle switch to enable the "First response time"
  14. Then click on the field for hours to set the time
  15. Finally click on the "Save" button

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Why should you create an SLA policy in HelpScout

Help Scout is a dynamic customer support platform designed to streamline communication and enhance customer satisfaction.

Creating an SLA policy in Help Scout allows teams to establish clear response time expectations, ensuring consistent and efficient support.

This feature empowers teams to meet customer needs promptly, fostering trust and reliability.

Implementing an SLA policy not only boosts productivity but also enhances customer relationships by demonstrating commitment to service excellence.

Last update
April 23, 2026
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