SLA Policy Configuration
SLA (Service Level Agreement) policies define response and resolution time targets for your support tickets. They help ensure your team meets customer expectations and provide visibility into compliance.
Creating an SLA Policy
- Navigate to Help Desk > SLA Policies in the sidebar.
- Click Add.
- Enter a name and optional description for the policy.
- Configure business hours: set the start time, end time, working days (e.g., Monday through Friday), and timezone.
- Add targets for each priority level. Each target specifies a first response time and a resolution time in minutes.
- Click Save.
Priority-Based Targets
Each SLA policy contains targets per priority level. For example:
- Urgent: First response within 30 minutes, resolution within 4 hours
- High: First response within 1 hour, resolution within 8 hours
- Medium: First response within 4 hours, resolution within 24 hours
- Low: First response within 8 hours, resolution within 48 hours
These are examples. You can set any values that match your organization’s commitments.
Business Hours
When business hours are configured, SLA calculations only count time during working hours. For example, if a ticket is created at 5:00 PM on Friday and your business hours end at 5:30 PM, only 30 minutes count toward the SLA on Friday. The clock resumes on Monday morning.
If no business hours are configured, the SLA clock runs 24/7.
Default Policy
Mark one policy as the default. The default policy is automatically applied to new tickets when they are created. You can have only one default policy at a time. Setting a new default automatically removes the default flag from the previous policy.
SLA Clock Behavior
The SLA clock pauses automatically when a ticket enters the Pending or On Hold status. These statuses indicate the team is waiting for external input, so the clock should not count against your response targets. The clock resumes when the ticket returns to an active status such as Open or In Progress.
SLA Indicators
SLA status indicators appear on the ticket list and detail pages:
- On Track (green): The ticket is within its SLA targets
- Breaching (amber): The ticket is approaching its SLA deadline
- Breached (red): The ticket has exceeded its SLA targets
Use the SLA status filter on the ticket list to quickly find tickets that need immediate attention.