What is SLA?
SLA (Service Level Agreement) management lets you define time-based targets for your support team. When a ticket approaches or breaches an SLA, agents are notified so they can take action.
SLA Metrics
- First response time — Target time for the first agent reply
- Resolution time — Target time for fully resolving a ticket
- Next reply time — Target time between customer message and agent response
Setting Up SLA Policies
- Go to Settings → SLA
- Create a new SLA policy
- Define conditions (which tickets this SLA applies to)
- Set time targets for first response and resolution
- Configure breach notifications
- Save and enable
SLA Priority Levels
| Priority | First Response | Resolution |
|---|---|---|
| Urgent | 15 minutes | 4 hours |
| High | 1 hour | 8 hours |
| Normal | 4 hours | 24 hours |
| Low | 8 hours | 48 hours |
SLA Breach Notifications
When a ticket is about to breach or has breached its SLA:
- The ticket is visually highlighted in the inbox with a warning indicator
- Assigned agent receives an urgent notification
- Optionally, the team lead or manager is also notified
- SLA timers are paused outside of business hours (if configured)
💡 Tip: Start with realistic SLA targets based on your current performance. Use analytics to identify your actual average response and resolution times, then set targets slightly better than your baseline.