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Set response time targets, track compliance, and ensure your team meets support commitments.
SLA management is an Enterprise feature.

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What is SLA Management?

Service Level Agreements (SLAs) define:
  • Response time targets - How quickly to respond
  • Resolution time targets - How quickly to resolve
  • Escalation rules - What happens if targets are missed
  • Compliance tracking - Monitor performance against targets

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Setting Up SLAs

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Creating an SLA Policy

1

Navigate to SLA Settings

Dashboard → Configuration → SLA Management
2

Click Create Policy

Select Create New SLA Policy
3

Name Your Policy

Give it a descriptive name (e.g., “Standard Support”)
4

Define Targets

Set response and resolution time goals
5

Configure Escalation

What happens when targets are missed
6

Save Policy

Policy is now active

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SLA Targets

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Response Time

Time until first staff reply:

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Resolution Time

Time until ticket is closed:

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Configuring Targets

For each priority level, set:

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Business Hours

SLA timers can respect business hours:

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Setting Business Hours

  1. Go to Configuration → Business Hours
  2. Define your operating schedule
  3. Set timezone
  4. Add holidays (optional)

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Example Schedule

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Timer Behavior

For urgent tickets, consider 24/7 SLA. For low priority, business hours is often appropriate.

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SLA Conditions

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Applying SLAs

SLAs can apply based on:

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Multiple Policies

When multiple policies could apply:
  • Most specific policy wins
  • Priority order can be configured
  • First matching policy applies

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Escalation Rules

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Warning Actions

When approaching breach (e.g., 75% of time):
  • Highlight ticket in dashboard
  • Send notification to assignee
  • Alert team channel
  • Add warning indicator

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Breach Actions

When SLA is breached:

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Configuring Escalation

1

Open Policy

Edit the SLA policy
2

Go to Escalation

Select the Escalation tab
3

Add Rules

Define warning and breach actions
4

Set Recipients

Who should be notified
5

Save

Escalation rules are active

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Monitoring SLAs

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Dashboard View

The SLA dashboard shows:
  • Active Tickets: Current SLA status for open tickets
  • At Risk: Tickets approaching breach
  • Breached: Tickets past target
  • Compliance Rate: Percentage meeting SLA

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Visual Indicators

In ticket lists:

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SLA Clock Display

Each ticket shows:
  • Time remaining (or elapsed since breach)
  • Target time
  • Current status
  • Pause/resume state

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Pausing SLAs

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Automatic Pauses

SLA can pause when:
  • Waiting for customer response
  • Ticket is on hold
  • Outside business hours (if configured)
  • Pending approval

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Manual Pauses

Staff can pause SLA when:
  1. Click SLA indicator on ticket
  2. Select Pause SLA
  3. Add reason (optional)
  4. SLA clock stops
Remember to resume SLA when work continues.

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Reporting

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SLA Reports

Track compliance over time:

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Filtering Reports

  • By date range
  • By SLA policy
  • By priority
  • By staff member
  • By category

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Exporting

Export SLA data for:
  • Management reporting
  • Compliance documentation
  • Historical analysis

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Best Practices

Start Conservative Set achievable targets initially. Tighten as you improve.
Differentiate by Priority Not every ticket needs a 1-hour response. Match targets to importance.
Use Business Hours Avoid overnight breaches by setting appropriate business hours.
Review Regularly Analyze SLA data monthly to identify improvement opportunities.

Need Help?

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