SLA and business hours
First response and resolution deadlines by priority and category, taking the schedule and holidays into account.
Set how fast a ticket must be answered and resolved. The timer is shown in the ticket card, and overdue tickets are marked on the dashboard, in analytics and in operator workload. A waiting ticket raises its priority on its own.
What is included
- SLA policies by priority and category, the most specific rule applies
- Only working time is counted, by the company schedule, holidays and exceptions
- Deadline timer in the ticket card and sorting by the nearest deadline
- Escalation: priority rises after a set waiting time
- Missed SLA deadlines on the dashboard, in analytics and in operator workload
Good to know
SLA and escalation are included in the “Business” and “Pro” plans. The company working schedule is available in every plan.
Frequently asked questions
Are weekends taken into account?
Yes, if the policy counts working time only. Then deadlines follow the company schedule with holidays and exception days.
How will I know about an SLA breach?
A ticket with an expired deadline is marked in the list and on the dashboard. External systems can use the webhook event for a missed SLA deadline.
Where it helps
More in this section
Try it on your own tickets
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