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SLAs and business hours

Targets, alerts, schedules and holidays.

7 articles

  1. SLA policies Set response and resolution targets and see them on every ticket.
  2. Create an SLA policy Define which tickets a policy covers and its targets per priority.
  3. Business hours and holidays Opening hours and public holidays that SLA timers respect.
  4. SLA targets explained When each SLA clock starts, pauses and stops, and what achieved and breached mean.
  5. Set internal targets for groups (OLA)Beta Measure how long each team holds a ticket before it moves on or is solved.
  6. Get alerted before an SLA breach Warn the assignee or the group before a target runs out, with automations and the SLA conditions.
  7. Track SLA performance See how often you meet your SLA targets, per metric, group and agent.

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