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Create an SLA policy

Define which tickets a policy covers and its targets per priority.

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Available on Growth, Pro, Enterprise. Compare plans

Create

  1. Open Admin Center, Business rules, SLA policies and choose New policy.
  2. Enter a Name and an optional description.
  3. Add Conditions, for example “organization is Acme” or “group is Enterprise support”. Leave them empty to cover every ticket that reaches this policy.
  4. Fill in the Targets per metric and priority (Urgent, High, Normal, Low), as durations like 30m, 2h, 1h 30m or 3d. Leave a cell empty for no target.
  5. Choose Business hours or Calendar hours, and the Business schedule (or the ticket’s schedule).
  6. Optional: Warn at records a warning when this share of a target is used.
  7. Choose Save policy.

Order matters

Policies are checked in order. A ticket uses the first active policy whose conditions match. Use Move up and Move down in the list.

If you delete a policy, tickets keep the SLA history they have, but new updates no longer match it.

Alerts before a breach

Use automations on the SLA conditions to warn the team in time. See Get alerted before an SLA breach.

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