SLA policies

SLA policies set how quickly tickets should be answered and resolved. Administrators manage them at Workflow → SLA policies. To see how targets appear to staff, read SLA targets on tickets.

Setting up a policy

1. Click Add and give the policy a name.
2. Under Applies to tickets where, add conditions on the queue, priority, assignee, subject, sender or hashtag. A policy with no conditions catches every ticket not caught by one above it.
3. Set First response within and Resolve within. Leave either empty for no target of that kind.
4. Choose whether to Count business hours only, and click Save.

A ticket gets the first policy it matches, so drag the most specific policies to the top. In business hours, a “day” is one working day’s worth of hours. See Business hours and holidays.

How the clock runs

• Targets count from when the ticket is created.
• The clock stops while a ticket is on hold or closed.
• A policy is chosen for new tickets, and again when a ticket’s queue or priority changes.
• A target is at risk once 75% of its time has gone.

Changes to a policy apply to tickets that get the policy from then on.

Acting on a target

Use automations to tell someone when a target is at risk or breached. See how you are doing in SLA and satisfaction reports.