Configure service desk

Set up a service desk with SLA policies and a customer-facing portal to manage support requests.

  1. 1 Create a service desk

    Give your desk a name (e.g. "Support") and a portal title that your customers will see (e.g. "Help Center").

  2. 2 Set up SLA policies

    Define SLA targets per priority level. Each policy specifies the maximum time for first response and resolution.

    Priority First response Resolution
    urgent 1 hour 4 hours
    high 4 hours 24 hours
    medium 8 hours 48 hours
    low 24 hours 72 hours

  3. 3 Link portal requests to tickets

    Portal requests are automatically linked to tickets in your project. When a customer submits a request, Kera creates a ticket and starts tracking SLA timers.

  4. 4 Track SLA compliance

    Use the SLA report to monitor compliance across priorities. See which requests are at risk and which have breached their targets.

Via MCP

Set up your service desk programmatically through MCP:

// Create a service desk create_desk: { "workspace_id": "...", "name": "Support", "portal_title": "Help Center" } // Create an SLA policy create_sla_policy: { "workspace_id": "...", "desk_id": "...", "priority": "high", "first_response_hours": 4, "resolution_hours": 24 }

Next steps