How to Configure Multiple SLAs for Different Customers
Distinct SLA policies can be created for different customers by defining SLA conditions that match:
- a specific requester (customer) name,
- a requester email address, or
- a contact group name (including domain-based groups).
This approach lets each customer (or customer segment) receive different SLA targets based on the matching condition.
Steps to Create multiple SLAs
To create multiple SLAs in BoldDesk, do the following:
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Open the Admin module.
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Navigate to Automation → SLA.
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Click Add SLA.
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Create the SLA policy by:
- giving it a descriptive SLA name, description, operational hours,
- choosing how SLA evaluation will be calculated,
- configuring the conditions that determine which tickets the SLA applies to,
- defining the required SLA targets (response, next response, resolution),
- adding reminders and escalations.
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Save the SLA.
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Repeat the Add SLA process for each additional customer‑specific SLA policy you want to create.
Define SLA conditions (customer targeting)
Each SLA policy includes a Condition section. Configure the condition fields to control which tickets the SLA applies to.
Supported condition fields
| Condition field | What it matches | Use when you need |
|---|---|---|
| Requester | A specific requester by name | A named individual should receive a distinct SLA |
| Requester Email | A specific requester by email address | A specific email identity should receive a distinct SLA |
| Contact Group | A defined group of contacts | Multiple customers (or organizations) should share the same SLA |
Define specific conditions and SLA targets for each SLA policy based on operational requirements.
Contact Group behavior (domain-based inclusion)
If an SLA policy uses Contact Group as the condition:
- A contact group can include domains.
- All contacts with email addresses containing the specified domains are automatically included in that contact group.
- If a new contact is added later with the same domain, that contact is automatically included in the same contact group.
For contact group setup and maintenance, learn more on Adding or Editing the Contacts Groups.
The supported customer-matching methods for SLA applicability are limited to the documented condition fields: Requester, Requester Email, and Contact Group.
Frequently Asked Questions
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Can I create different SLAs for different customers in BoldDesk?
Yes. You can create distinct SLA policies for different customers by defining SLA conditions that match a specific Requester (by name), Requester Email, or a Contact Group. -
Where do I create multiple SLA policies in BoldDesk?
Go to the Admin module, open Automation → SLA, and select Add SLA. Repeat Add SLA for each additional customer‑specific SLA policy. -
Which condition fields can I use to target SLAs to specific customers?
BoldDesk’s documented customer‑matching condition fields for this use case are:- Requester (match by requester name)
- Requester Email (match by requester email address)
- Contact Group (match by a defined group of contacts)
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How does a Contact Group condition work with domains?
If you use Contact Group as the SLA condition, you can include email domains in the contact group. All contacts whose email addresses match the configured domain are automatically included in that group, and new contacts added later with the same domain are also included automatically.
