SLA Management

What it does

SLA (Service Level Agreement) management lets you define response and resolution time targets for tickets based on priority. The system tracks SLA compliance and flags tickets that are approaching or have breached their targets.

Key actions

• Define SLA policies with response and resolution targets
• Set different targets by ticket priority
• Monitor SLA compliance across tickets
• Receive alerts for approaching SLA breaches

Getting started

Go to Helpdesk settings and configure your SLA policies. Set target hours for first response and resolution by priority level.