Configure SLA Policies
Define response and resolution targets for different ticket priorities.
Configuring SLA Policies
- Navigate to Settings → Service Desk → SLA Policies.
- Click New Policy and give it a name (e.g. "Standard Support").
- Set response and resolution times for each priority level.
- Define business hours or choose 24/7 coverage.
- Apply the policy to one or more customer groups and click Save.
Breached SLA targets turn amber (warning) then red (breached) in the ticket list.
Where to go next
- Understand the whole module → How Service Desk & Ticketing Works
- Next in this module → Use the Knowledge Base
- Set Up the Customer Portal
- Using Internal Team Messaging
- See where this fits in the bigger picture → How a Request Becomes a Resolved, Billed Ticket
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