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SLA Policies

SLA (Service Level Agreement) policies define response and resolution time targets for your tickets. When a target is about to be breached, Helpdesk alerts your team so they can take action.

How SLAs work

Each SLA policy has conditions that determine which tickets it applies to and targets that define the time limits. When a ticket is created or updated, Helpdesk evaluates policies in priority order and applies the first matching policy.

SLA targets

Each policy can define targets for three metrics, broken down by ticket priority:

MetricDescription
First replyTime from ticket creation to the first agent response
Next replyTime from the last customer message to the next agent response
ResolutionTime from ticket creation to resolution

Targets are set per priority level (urgent, high, normal, low) in minutes.

Time modes

ModeDescription
Business hoursSLA clock only runs during your configured business hours
Calendar hoursSLA clock runs 24/7 including weekends and holidays

Conditions

Conditions determine which tickets a policy applies to. Available condition fields:

FieldOperators
Priorityis, is not
Typeis, is not
Statusis, is not
Tagscontains any
Assigneeis, is not, is set, is not set
Requester domainis, is not
Custom fieldsis, is not, is set, is not set, contains any

Creating a policy

  1. Navigate to Settings > SLA Policies
  2. Click New Policy
  3. Enter a name and description
  4. Set conditions to define which tickets match
  5. Choose a time mode (business hours or calendar hours)
  6. Set targets for each priority level
  7. Save and position the policy in priority order

Policy ordering

Policies are evaluated top to bottom. The first matching policy wins. Drag policies to reorder them, or use the Reorder action.

Testing a policy

Use the Test feature to check which policy would match a sample ticket. Enter ticket properties and Helpdesk shows which policy applies and what targets would be set.

Recomputing SLA

If you change policy conditions or targets, you can recompute SLA for all open tickets. This recalculates deadlines based on the updated policies.

Viewing SLA status

Each ticket shows its current SLA status — whether targets are on track, at risk, or breached. Agents can also filter and sort tickets by SLA status in views.