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SLA Policies

SLA policies

SLA (service level agreement) policies define response and resolution time targets for tickets based on priority. When a ticket is created, the default active policy is applied automatically.

Creating an SLA policy

Navigate to Helpdesk > SLA policies and click New policy. Configure:

  • Name: e.g. "Standard SLA" or "Premium SLA"

  • Priority targets: response and resolution hours for each priority level (urgent, high, medium, low)

  • Business hours: optionally link a business hours profile so SLA timers only count working hours

  • Default: mark as the default policy to apply automatically to new tickets

  • Active: inactive policies are not applied to new tickets

Business hours

Create business hours profiles to define your working schedule. SLA timers only count time during business hours, so a 4-hour response target on a ticket created at 17:00 would be due at 12:30 the next working day (not 21:00 the same evening).

Each profile includes:

  • Name and timezone

  • Weekly schedule: enable/disable each day with start and end times

  • Holidays: dates when the office is closed (SLA timers skip these days)

How SLA timers work

  • Response time counts from ticket creation until the first staff reply (not internal note)

  • Resolution time counts from ticket creation until the ticket is resolved

  • Waiting status pauses both timers. When you set a ticket to "Waiting on customer", the pause is recorded with a reason (waiting_customer, waiting_vendor, etc.) and the time is restored when the customer replies

  • After-hours auto-pause. If the SLA policy is linked to a business-hours profile, tickets are automatically paused (reason after_hours) outside working hours, and resumed when working hours return. This means SLA targets never count evenings, weekends, or holidays as elapsed time. Tickets already paused for another reason (waiting on customer, scheduled, etc.) are left alone, so the auto-pause never overrides an explicit pause

  • Breach detection runs every 5 minutes and logs any tickets that have exceeded their effective SLA targets (base due time + total paused time)

SLA indicators

Ticket list and detail pages show SLA status:

  • Due times are displayed in the timeline section

  • Overdue SLAs are highlighted in red

  • The SLA status canvas panel shows all at-risk and breached tickets in real time