Navigate to Tickets > Settings to set an SLA policy for each priority level - low, medium, high, and urgent. A policy sets a first-response target, a resolution target, or both, in hours. When a new ticket is created, its priority determines which policy applies, and the targets are calculated from that moment.
SLA targets count business hours, not the clock on the wall. In the same settings page, set your organization's time zone, which days of the week you're open and their hours, and any holidays - non-working time doesn't count against a target. A four-hour response target requested at 4pm on a Friday, for example, doesn't expire mid-weekend; it picks up again when business hours resume.
The first-response clock stops the moment someone on your team adds a reply that's visible to the requester. If the priority on a ticket changes, the resolution target is recalculated against the new priority's policy; a first-response due date that was already set is kept, so the original response promise stands. If the new priority has no active policy, the ticket's SLA targets are cleared.
A ticket's response and resolution due dates are shown right on its page, and a ticket that is closing in on a deadline - or past it - is highlighted so a slipping ticket stands out while there is still time to act.
A sweep runs every 15 minutes and flags any open ticket whose response or resolution deadline has passed. The ticket is marked breached, the breach is recorded in the audit log, and the assignee and your organization's admins receive an email - for breaches caught within a day of the deadline. Older breaches are flagged and logged without an email, so a backlog never turns into a wave of alerts.
In Tickets > Settings, the escalation window sets how many days an open ticket may sit untouched. Once a day, any open ticket that has not been updated in that time gets a follow-up task in Workspace so someone picks it up - at most one open task per ticket, and no email is sent. Set the window to 0 to switch escalation off.
A resolved ticket stays reopenable - a customer reply brings it straight back to open - so close a ticket only when the conversation is truly finished. Tickets > Settings also lets you set an auto-close window for resolved tickets, measured in business days of inactivity; a daily sweep closes resolved tickets that have passed it, and each close counts as a status change for any automation rules you have set on that event.
Navigate to Tickets > Reports to see SLA compliance broken down by priority, alongside average response and resolution times, so you can spot where targets are slipping before it becomes a pattern.
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