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, its targets are recalculated against the new priority's policy.
If a ticket passes its response or resolution deadline without being met, it's marked breached and an email alert goes out to the ticket's assignee and to your organization's admins, so a slipping ticket doesn't go unnoticed.
A resolved ticket that goes quiet is closed automatically after a configurable number of business days of inactivity - also set from Tickets > Settings. This keeps your open-ticket list meaningful without asking anyone to close things by hand. If a customer replies before that window is up, the ticket reopens and the clock resets.
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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