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SLA Policies
SLA (Service Level Agreement) policies define response and resolution time targets, ensuring support commitments are met.
1
What is an SLA
An SLA policy defines the maximum time allowed to respond to or resolve a ticket, based on its priority or type. When a ticket breaches its SLA deadline, it is flagged red and appears in SLA failure reports. SLAs help you measure and enforce service quality commitments made to customers.
2
Create an SLA policy
Helpdesk
▸
Configuration
▸
SLA Policies
▸
NEW
Click New to create an SLA policy.
SLA policy fields
SLA Name
*
Descriptive name — e.g. "Critical Issues — 4h Response", "Standard — Next Business Day".
Helpdesk Team
*
Which team this SLA applies to.
Target Type
*
First Reply: time to first response. Resolution: time to close the ticket.
Priority
Apply this SLA only to tickets of a specific priority. Leave blank for all priorities.
Ticket Type
Apply only to a specific ticket type.
Hours to Target
*
Maximum time in hours to meet the SLA target.
Working Hours
*
The schedule used to calculate working hours — excludes weekends and holidays.