SLA Policies
Set response time targets for each priority level
SLA (Service Level Agreement) policies define how quickly your team commits to responding to support requests. Setting clear targets keeps your team accountable and gives you visibility into service performance.
What SLA tracks
SLA policies in the helpdesk track first response time — the time between a ticket being created and the first reply from an agent. This is the metric that matters most to the people waiting for help.
Configuring targets
Navigate to Settings > SLA to set response time targets for each priority level:
| Priority | Suggested target |
|---|---|
| Urgent | 1 hour |
| High | 4 hours |
| Medium | 8 hours |
| Low | 24 hours |
These are starting suggestions — adjust them to match the commitments you make to your clients. Each target is set in hours and applies to all tickets at that priority level.
SLA in the ticket list
Every ticket in the list displays an SLA timer badge showing how much time remains before the target is breached. The badge colour shifts from green to amber to red as the deadline approaches, making it easy to scan for tickets that need attention.
SLA in the ticket detail
When you open a ticket, the SLA panel in the detail sidebar shows:
- The target response time for the ticket's priority
- A live countdown to the deadline
- Whether first response has been achieved
Breach alerts
When a ticket's SLA target is about to be breached — or has been breached — the assigned agent receives an email notification. This ensures no ticket falls through the cracks, even when agents are working across multiple queues.
SLA timers start when the ticket is created. Changing a ticket's priority recalculates the target based on the new priority's SLA policy.