SLA policies
An SLA (service level agreement) policy sets the time targets your team commits to on each ticket. Helpdesk tracks every open ticket against its targets and flags a breach when a target is missed, so nothing slips silently.
The three targets
A policy defines up to three time targets:
- First reply — how quickly an agent sends the first response after a customer reaches out.
- Next reply — how quickly each following response goes out while the conversation is active.
- Resolution — how quickly the ticket reaches the Solved status.
You set each target per priority (in minutes or hours), so urgent tickets carry tighter commitments than routine ones.
Which tickets a policy covers
Each policy carries conditions that decide which tickets it applies to — by priority, type, status, tags, channel, requester domain, brand, whether an assignee is set, and custom fields. A ticket picks up the first policy whose conditions it matches, so you can run a strict policy for VIP domains and a standard one for everyone else.
Measured against business hours
SLA targets are measured against your configured business hours, not the raw wall clock. If a ticket arrives after hours, the clock only counts time during the hours your team is actually working. This keeps targets fair and realistic — a ticket that comes in overnight isn’t judged against time when no one was available. Configure the hours the clock follows in your business hours settings.
Breaches are flagged
As the deadline approaches and once it passes, Helpdesk marks the ticket so your team can act. A flagged breach makes at-risk and overdue tickets easy to spot in views and to review later in reporting, turning your SLA commitments into something you can see and manage rather than hope for.
Setting up a policy
You configure SLA policies under Settings → Rules → SLA. Name the policy, set the response and resolution targets per priority, and save. Targets then apply to matching tickets automatically. To hold specific agent groups to their own targets, see Group SLAs.