Configured SLA policies
Review and manage the SLA rules that control response and resolution targets across your inbox.
SLA policies
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Common SLA patterns
Priority-based response targets
Set aggressive first-response targets for urgent tickets and more relaxed targets for low-priority issues.
Business-hours-only SLAs
Apply SLAs only during defined business hours to avoid penalizing overnight or weekend requests.
Escalation on breach risk
Trigger Slack or email alerts when tickets are at risk of breaching within the next target window.
Queue-specific SLAs
Use different SLA policies for specialized queues like Billing, Technical, or VIP Support.
Quick-create SLA policy
Draft a new SLA rule in a few fields. You can refine advanced options after saving.