Which helpdesk plans include SLA policies?
Response and resolution time targets that apply automatically and flag breaches.
Last checked: · Products are listed alphabetically; plans follow each vendor's pricing-page order.
Check this with your other must-haves
Freshdesk
First listed plan that includes it: Pro
Listed price (USD): $55 per agent/month billed annually · $66 per agent/month billed monthly
| Plan | SLA policies |
|---|---|
| Growth | Couldn't verify (sources disagree) |
| Pro | Included |
| Enterprise | Included |
Couldn't verify (sources disagree): the vendor's own pages say different things, so we can't confirm it either way.
Worth knowing
- Freshdesk help articles disagree: one lists SLA policies on Growth, another excludes Growth.
- Multiple SLA policies are available starting from Pro; every account includes one default policy.
Price source · checked 6 Oct 2026
Freshdesk pricing page · Freshworks
Source for SLA policies · checked 6 Oct 2026
Freshdesk SLA policies (understanding SLAs) · Freshworks · checked
“Applicable Plans Freshdesk Growth, Pro, Enterprise”
Freshdesk SLA policies (understanding SLAs) · Freshworks · checked
“These default policies apply to all tickets unless you configure additional or multiple SLAs, which are available starting from the Pro plan in both Freshdesk and Freshdesk Omni.”
Freshdesk SLA policies (what is an SLA) · Freshworks · checked
Vendor plan table: Free: —| Growth: —| Pro: ✓| Enterprise: ✓
Freshdesk pricing page · Freshworks · checked
Vendor plan table: Multiple SLA policies | Growth: — | Pro: ✓ | Enterprise: ✓
Freshdesk SLA policies (understanding SLAs) · Freshworks · checked
“Toggle Escalations ON if you want alerts when SLAs are violated (available from Pro plan onwards)”
Freshdesk pricing page · Freshworks · checked
“Multiple SLA policies Create multiple SLA policies to accomodate the expectations of different kind of customers and different agent shifts, products etc.”
Help Scout
First listed plan that includes it: Standard
Listed price (USD): $25 per user/month billed annually · $30 per user/month billed monthly
| Plan | SLA policies |
|---|---|
| Free | Not listed |
| Standard | Included |
| Plus | Included |
| Pro | Included |
Not listed: the vendor's pricing and help pages we checked don't mention it for this plan. That doesn't mean it's missing.
Worth knowing
- Standard includes one basic SLA policy; Plus two; Pro unlimited.
- Standard supports up to 25 users.
Price source · checked 6 Oct 2026
Help Scout pricing page · Help Scout
Source for SLA policies · checked 6 Oct 2026
Create and manage service level agreements (SLAs) · Help Scout · checked
“Plans With Access Standard — One basic SLA policy with no conditions Plus — Two SLA policies with conditions Pro — Unlimited SLA policies with conditions”
Create and manage service level agreements (SLAs) · Help Scout · checked
Help Scout pricing page · Help Scout · checked
Vendor plan table: Service Level Agreements (SLAs) | Set and track response targets across conversations to keep work on schedule. | Free: — | Standard: 1 basic policy | Plus: 2 advanced policies | Pro: Unlimited
Zendesk Suite
First listed plan that includes it: Suite Professional
Listed price (USD): $115 per agent/month billed annually · $149 per agent/month billed monthly
| Plan | SLA policies |
|---|---|
| Suite Team | Not listed |
| Suite Professional | Included |
| Suite Enterprise | Included |
Not listed: the vendor's pricing and help pages we checked don't mention it for this plan. That doesn't mean it's missing.
Covers Zendesk Suite plans; the email-only Support Team plan isn't included.
Price source · checked 6 Oct 2026
Zendesk pricing page · Zendesk
Source for SLA policies · checked 6 Oct 2026
Defining SLA policies · Zendesk · checked
“All Suites Growth, Professional, Enterprise, or Enterprise Plus Support Professional or Enterprise”
Defining SLA policies · Zendesk · checked
“Each SLA policy consists of conditions that a ticket must meet and targets that measure metrics you define, such as response and resolution times”
Zendesk pricing page · Zendesk · checked
Vendor plan table: (Support Team | Suite Team | Suite Professional) Service level agreements (SLA) Ensure customer contracts and business goals are met through defined response and resolution times via service level agreements (SLA). | — | — | ✓ |
Zendesk pricing page · Zendesk · checked
Zoho Desk
First listed plan that includes it: Standard
Listed price (USD): $14 per user/month billed annually · $20 per user/month billed monthly
| Plan | SLA policies |
|---|---|
| Free | Not listed |
| Express | Not listed |
| Standard | Included |
| Professional | Included |
| Enterprise | Included |
Not listed: the vendor's pricing and help pages we checked don't mention it for this plan. That doesn't mean it's missing.
Worth knowing
- Number of SLAs: Standard 4; Professional 10 per department; Enterprise 20 per department.
Price source · checked 6 Oct 2026
Zoho Desk pricing page · Zoho
Source for SLA policies · checked 6 Oct 2026
Zoho Desk SLAs and escalations feature page · Zoho · checked
“Service Level Agreements help you automatically set a due time for tickets based on criteria like the channel the ticket came from, the customer who raised the ticket, and the status of the ticket.”
Zoho Desk SLAs and escalations feature page · Zoho · checked
“When SLA violations arise, Zoho Desk automatically escalates the overdue tickets to the relevant manager or agent.”
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Number of SLAs | Free: Default | Express: Default | Standard: 4 | Professional: 10 / department | Enterprise: 20 / department
Zoho Desk plan comparison page · Zoho · checked
Vendor page: Number of SLAs: Service level agreements (SLAs) help you manage response and resolution time by automating actions based on ticket deadlines
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: SLA dashboards | Free: — | Express: — | Standard: — | Professional: ✓ | Enterprise: ✓