SLA Policies

SLA (Service Level Agreement) Policies help define your team's expected response and resolution times for support tickets. This ensures timely service delivery and sets clear expectations for both agents and customers.

Overview links: Documentation Home · Settings Overview

Where to Find This

• Settings → SLA Policies.

Settings Quick Map

• Settings → SLA Policies: define response and resolution timers.
• Settings → Assignment Rules: route tickets to the right owner.
• Settings Overview

What SLA Policies Are

• SLA Policies specify response and resolution targets.
• Each policy includes:
  • A first response time (e.g., respond within 1 hour).
  • A resolution time (e.g., resolve within 8 hours).
• Policies can target priorities and categories.
• You can enable Business Hours Only and set a Default policy.

Why SLA Policies Are Useful

• They help you track if your team is meeting customer service standards.
• They automatically apply to tickets based on defined conditions.
• You can have multiple policies for different ticket types or priorities.

How to Create an SLA Policy

1. Go to: Settings → SLA Policies
2. Click the + Add Policy button.
3. Fill in the Policy Name and Description.
4. Set your Response Times:
   • First Response Time (minutes): Time allowed for your team to reply initially.
   • Resolution Time (minutes): Total time allowed to fully resolve the issue.
5. Choose Policy Conditions (optional):
   • Priority Levels: Apply the policy to specific priorities.
   • Categories: Apply the policy to specific ticket categories.
   • Leave these empty to apply to all.
6. Adjust Policy Settings:
   • Business Hours Only: The timer runs only during business hours.
   • Active: Toggle to activate the policy for use.
   • Set as Default: Use this policy for tickets that don't match any other.
7. A Policy Summary below shows how your settings will apply.
8. Click Create to save your SLA Policy.

Managing SLA Policies

• Once created, policies appear in the list with details like:
  • Name, Response Times, Applies To, Status, Usage, and Actions.
• Use Actions to edit or delete an existing policy if needed.

Your SLA Policies keep your support team accountable and help maintain excellent customer service standards.

Common Blockers & Fixes

• SLA not applying: confirm the ticket category/priority matches the policy conditions.
• Breaches too high: adjust SLA minutes or improve assignment speed.
• Conflicting policies: keep one default SLA and avoid overlapping rules.

Next Steps

• Assignment Rules
• Ticket Tags

Need Help?

For assistance with SLA policies, reach out to our Support Team or visit our FAQ section.