Create an SLA policy

An SLA policy sets how quickly tickets of one priority must get a first response, how long a customer may wait for each later reply, and how quickly the ticket must be resolved. Set up your business hours first (see Set your business hours).

1. Go to Settings → SLA Policies and click Create Policy.
2. Enter a Name and an optional Description.
3. Choose the Priority the policy applies to.
4. Set the First Response Time in minutes or hours.
5. Set the Next Reply Time: after the first reply, the longest a customer should wait for your answer each time they write back. Switch its toggle off if you only want to time the first reply.
6. Set the Resolution Time, or switch its toggle off if you don't want a resolution target.
7. Under Business Hours, choose the schedule the SLA clock should follow: - 24/7 (calendar hours) counts every hour. - A named schedule only counts time while you're open.
8. Leave Active on and click Create Policy.

Create one policy per priority you want to track. The policy list shows each one's priority, targets and business hours. Use the toggle to pause a policy, or the pencil to edit it.