Setting up SLA targets
Set the time each ticket priority should take to resolve, get a first reply, and be assigned. These are your Default SLA policy targets — they apply to every ticket unless a more specific policy overrides them.
Open Admin Settings → Tickets → SLAs → Targets, then find Default SLA policy. You'll need permission to manage these settings.
Step 1 — Turn on SLA tracking
At the top is a master switch, "Enable SLA tracking." This controls whether SLA features appear anywhere — the queue progress bar, the KPI cards, the compliance report, and alerts.
- On — SLA indicators are visible across the app.
- Off — SLA panels on KPIs and Reporting are hidden. Your saved targets are kept; they just aren't active.
Step 2 — Set resolution time targets
The Resolution time targets section is on by default — how long from creation until a ticket is resolved. For each priority you'll see a number field and a unit selector (Minutes, Hours, or Days). Grey hint text shows the system default for that row.
| Priority | System default (resolution) |
|---|---|
| Critical | 60 minutes |
| High | 8 hours |
| Medium | 48 hours |
| Low | 7 days |
Leave a row blank to use the system default — you only fill in the rows you want to change. Any whole number from 1 minute to 1 year is allowed.
Step 3 (optional) — First-response time targets
Turn this on to track how quickly agents send their first reply, measured from ticket creation.
| Priority | System default (first response) |
|---|---|
| Critical | 15 minutes |
| High | 30 minutes |
| Medium | 4 hours |
| Low | 24 hours |
Step 4 (optional) — Assignment time targets
Turn this on if unowned tickets sitting in the queue is a problem. Assignment time is measured from creation to the first time someone is assigned — reassigning later doesn't reset it.
| Priority | System default (assignment) |
|---|---|
| Critical | 15 minutes |
| High | 1 hour |
| Medium | 4 hours |
| Low | 8 hours |
Step 5 — Save
Click Save changes in the Targets section. To clear custom values, use Reset to defaults, then save. The SLA clock mode below the targets has its own Save button; changing the mode without saving it will not update the clock.
What's next
Once your targets are set, you can refine how the clock counts time with business hours and pausing, give specific tickets their own targets with multiple policies, and check the current status of breach-email setup.