Set ticket response and resolution targets

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.

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 the request types customers can choose.
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.

Open SLA