Group SLAs
A Group SLA sets an ownership-time target for a specific agent group — the maximum time a ticket should sit with that group before it’s resolved or handed off. Where a standard SLA policy tracks the customer-facing reply and resolution promise, a Group SLA holds each team accountable for how long it holds a ticket, which is what you want when tickets pass between groups.
Why measure ownership time
When work moves between teams, “who’s holding this up?” is hard to answer from the overall SLA alone. An ownership-time target makes each hand-off visible: a billing group and a technical group can each carry a limit that fits their work, and a ticket that lingers too long in one group is flagged before it becomes an overall breach.
Measured against business hours
Like standard SLA policies, Group SLA targets are measured against business hours, and breaches are flagged. The clock counts only the time the team is actually working, and a missed target is marked so it surfaces in views and reporting.
How it works with standard SLAs
A Group SLA complements your overall SLA policies rather than replacing them. The standard policy tracks the ticket’s overall commitment, while the Group SLA measures the group’s own targets while it holds the ticket. Together they show both the customer-facing promise and each team’s contribution to keeping it.
Setting up a Group SLA
You configure Group SLAs under Settings → Rules → Group SLAs. Choose the agent group, set its ownership-time target (in minutes), and choose whether to measure it against business hours. The target then applies to tickets owned by that group. Make sure the group exists first — see Groups to create and manage teams.