How to Create and Update SLA Policies
SLA Policies help you establish clear service expectations for your support team by defining how quickly tickets should be acknowledged and resolved. By configuring SLA targets based on ticket priority, you can improve response consistency, monitor team performance, and ensure that customer issues are addressed within agreed timelines.
You can set up and manage SLA policies using the steps below:
From the Admin Panel, click Tickets, then navigate to SLA Policies to manage your service level agreements.
Click NEW POLICY to create a new policy for your support team, and in the popup window, enter a Policy Name to help identify the SLA, such as High Priority Support or Standard Requests.
Select the appropriate priority Level (LOW, HIGH, MEDIUM, URGENT) to determine which tickets the policy will apply to.
Additionally, Set the resolution target to establish the maximum time allowed to fully resolve the ticket. This tells agents how quickly they are expected to acknowledge a ticket after it’s created.
Once all details have been configured, click “CREATE” to activate the SLA policy and begin tracking ticket performance against the defined service standards. You can also check the box to set a specific policy as default.
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