SLA policies

Set first-response and resolve targets by department or priority.

SLA policies tell the desk how quickly a ticket should get a first reply and a resolution.

Create a policy

1. Open SLA policies.
2. Choose department and optional priority.
3. Enter first response and resolve minutes.
4. Enable business hours when overnight time should not count.

On the ticket

Agents see timers and breach markers on open work. Pause statuses such as Waiting on customer stop the clock when configured on the status.