SLA plans and business hours
Set how fast each priority gets a first response and a fix, the hours your desk is open, and your holidays, so every ticket shows how long is left.
On this page · 3 sections
Settings › Service desk › SLA plans holds the promises you make: for each priority, how soon a person first responds and how soon the ticket is fixed. Settings › Service desk › Business hours sets when your desk is open and your holidays.
Which plan a ticket gets
The plan comes from rules, never from AI: a customer's own plan for the priority first, then the workspace's plan for that priority, then Everything else, the catch-all that every workspace keeps.
How the clock counts
The clock counts only your business hours, so a ticket sent on Friday evening starts counting on Monday morning. A plan can keep different hours, or count every hour, nights and weekends included. A welcome reply never stops the clock; a person's reply does.
When time runs out
The ticket shows how long is left, and SLA breached once the time has passed. The ticket's assignee gets a warning first, then a bell with the pod's lead when the time runs out. If the ticket is still late once the escalation time has passed, every workspace admin and service manager hears too, unless a workspace admin picked other people for A ticket is still past its SLA on the Notifications page. Nothing is sent while the SLA engine is Off or Record only. A workspace admin sets SLA plans and business hours.