ModulesSupport
SLA Policies
Define response and resolution time targets for tickets.
SLA (Service Level Agreement) policies define the expected response and resolution times for tickets based on their priority.
Creating SLA Policies
- Go to Support → Settings → SLA Policies
- Click New Policy
- Define targets for each priority level:
| Priority | First Response | Resolution |
|---|---|---|
| Critical | 1 hour | 4 hours |
| High | 4 hours | 8 hours |
| Medium | 8 hours | 24 hours |
| Low | 24 hours | 72 hours |
- Set business hours (SLA timers pause outside business hours)
Escalation Rules
Configure automatic escalation when SLA targets are at risk:
- Warning — Notify assignee when 75% of time elapsed
- Escalation — Reassign or notify manager when breached
- Notification channels — Email, inbox notification, or both
Default Policy
One SLA policy can be set as the default. It applies to all new tickets unless a specific policy is manually assigned.