SLA policies
Updated Nov 6, 2026
Available on: Growth, Pro, Enterprise.
An SLA policy sets targets for how fast your team responds and resolves, per priority, for the tickets that match its conditions.
Metrics
| Metric | Measures |
|---|---|
| First reply | From creation to the first public agent reply |
| Next reply | From a customer reply to the next public agent reply |
| Periodic update | Time between public agent replies while the ticket is unsolved |
| Requester wait | Unsolved time, paused while the ticket is Pending |
| Resolution (agent work time) | Unsolved time, paused while the ticket is Pending or On-hold |
Each target runs in calendar hours or business hours.
On the ticket
The SLA panel on the ticket shows the policy, each target, and when it is due, achieved or breached. Views can show an SLA column with a badge such as "First reply due in 25m". It turns red when a target is breached.
Related
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