---
key: set-ticket-response-and-resolution-targets
title: Set ticket response and resolution targets
audience: staff
section: settings/communications
routes: ["/settings/communications/ticketing/sla"]
permissions: ["communications.ticket.queue.sla.manage"]
features: ["communications.ticketing"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Create SLA policies that say how fast your team should first answer a ticket and how fast it should be resolved, and see which policy a ticket follows.
keywords: [SLA, response time, first response, resolution time, service level, ticket deadline, due time, support targets]
related: [set-up-ticket-request-types, set-up-ticket-queues, triage-a-ticket]
---

In the sidebar, open **Settings**, then choose **Ticketing** under **Communications**, then choose **SLA** in the ticketing menu. The page address is `/settings/communications/ticketing/sla`. The **SLA Policies** card has the form on the left and your policies on the right.

## Before you start

- Your role needs permission to manage SLA policies. Without it **Create policy** and **Update policy** stay greyed out. SLA policies also have to be part of your plan.
- Targets are in minutes: 60 is an hour, 480 is eight hours, 1440 is a day.

## Steps

1. Under **Existing policy**, keep **Create new policy** to add one, or pick a policy to change it.
2. Type a **Policy key**, a short name with no spaces such as `standard`, and a **Policy label** your team reads.
3. Set **First response minutes**: how long a new ticket may wait for its first reply. The form starts at 60.
4. Set **Resolution minutes**: how long until the ticket should be resolved. The form starts at 480.
5. Press **Create policy** or **Update policy**. The button reads **Saved** for a moment, and the policy appears in the list.

## What you see

- Each policy shows its label, **Default** on the organization's default policy, **Active** or **Inactive**, its key, and the queue it belongs to when it has one.
- Under that: the first-response and resolution targets in minutes, and the statuses that pause the clock. Policies saved here pause while a ticket waits on the customer or is on hold.
- This page cannot tie a policy to a queue, make it the default, or turn it off. Saving a policy always keeps it active.

Which policy a ticket follows:

1. The policy its request type names, set under **Default SLA policy** on the **Intake** page; see [[set-up-ticket-request-types]].
2. Otherwise, a policy that belongs to the ticket's queue.
3. Otherwise, the organization-wide policy marked **Default**, or the oldest active organization-wide policy when none is marked.

## If something looks different

- The save is refused because the key is taken: another active policy already uses that key. Choose another.
- After you pick a policy and switch back to **Create new policy**, the boxes keep that policy's values. Change the key and label before pressing **Create policy**.
- A new policy has no effect on tickets: an older organization-wide policy, or one marked **Default**, still comes first. Pick the new one as a request type's **Default SLA policy**.
- You land on Email Accounts or a no-access page instead: ticketing is not part of your plan, or your role cannot see ticketing settings.

[[route:/settings/communications/ticketing/sla|Open SLA]]