Group SLA
Group SLA policies track how long a ticket stays with a specific agent group before being resolved or transferred. This complements standard SLA policies by measuring group-level accountability.
How group SLA works
While standard SLA tracks overall response and resolution times, group SLA tracks ownership time — how long a group holds a ticket. This is useful when tickets pass through multiple groups and you need to measure each group’s contribution.
Policy settings
| Setting | Description |
|---|---|
| Name | Policy name |
| Description | Optional description |
| Conditions | Rules that determine which tickets this policy applies to |
| Ownership time target | Maximum time a group should hold a ticket (in minutes) |
| Business hours | Whether to calculate ownership time using business hours |
Creating a group SLA policy
- Navigate to Settings > Group SLA Policies
- Click New Policy
- Set conditions and the ownership time target
- Choose whether to use business hours for calculation
- Position the policy in priority order
Viewing group SLA history
On any ticket, you can view the group SLA history to see:
- Which groups have owned the ticket
- How long each group held the ticket
- Whether any group exceeded its ownership target
Policy ordering
Like standard SLA policies, group SLA policies are evaluated in order. The first matching policy applies. Use drag-and-drop to reorder.
Related
- SLA Policies — standard response and resolution SLAs
- Agent Groups — configure groups for SLA tracking