Helpdesk response-time targets (SLA)

Set first-reply and resolution targets per priority, add policies for VIP customers or channels, skip holidays, pause while waiting on the customer, and get warned before targets are missed.

How due times work

Each ticket gets a reply-by and a resolve-by time when it's created. With business hours, a 4-hour target on a ticket that arrives an hour before closing on Friday is due 3 hours after opening on Monday. Holidays are skipped like weekends. Changing the priority, tags or team before the first reply recalculates both. Tickets that miss a target are marked breached and count in the helpdesk stats.

Policies

Policies are checked from the top. A policy matches when every condition you set holds (channel, priority, any of its tags, team, or the customer's email domain — subdomains included). Targets you leave unchanged follow the default. A policy can use your business hours, run around the clock (for example premium support), or have its own hours. Each ticket shows the policy it follows.

Waiting on the customer

While a ticket is pending, its resolution clock stops. When the customer answers or you solve it, the time spent waiting (in business hours) is added to the resolve-by time. You can turn this off on the Targets tab.