Defining and using SLA policies

Service Level Agreements (SLA) are rules that agree on ticket resolution times, helping track agent performance. For example, you may require tickets with an "Urgent" status to be assigned to an agent immediately and solved within 3 hours.

You can define SLA service targets so that you and your agents can monitor your service performance and meet your service level goals.

To do this, go to  Settings > TICKETS > SLA

Turn on some of the pre-defined SLA rules or create your own.

Click on a rule to edit its conditions.

If any ticket(s) fail to meet service level targets, an appropriate SLA rule will appear in the left sidebar in Ticket list view. This way, you'll promptly be able to identify and address the problem. If no SLA rule target is violated, it won't appear on the Tickets page.