Configured SLA Policies
Let support managers define, review, and maintain SLA policies per queue so agents can meet response and resolution targets.
SLA Policies by Queue
Source: api:/api/sla-config
| SLA Name | Queue | First Response Target | Resolution Target | Business Hours Only | Status |
|---|---|---|---|---|---|
| Default Email Support | 60 | 1440 | Active | ||
| Priority Incidents | Incidents | 15 | 240 | Active | |
| Legacy Social Queue | Social | 120 | 2880 | Inactive |
Recommended SLA Templates
Standard Support
For general queues with business-hours coverage.
Priority Customers
For VIP or high-value accounts that need faster handling.
Critical Incidents
For outages and production incidents that require immediate attention.
Create or Edit SLA Policy
Let support managers define, review, and maintain SLA policies per queue so agents can meet response and resolution targets.
SLA Policy Details
Define which tickets this SLA applies to and the time targets agents should meet.