Setting up SLAs
Optional response and resolution targets for teams that need them.
SLAs are optional. Many teams get everything they need from reminders, due dates, and Needs attention. Turn on SLAs under Settings → Follow-ups & response goals when your organization expects first responses and resolutions within set times.
Targets use your business hours and timezone, so nights and weekends do not count against the clock unless you choose calendar time. Statuses that mean you are waiting on someone else can pause the timer.
Desk can warn you before a target is missed and record when one is breached. Everyday ticket views stay simple — you will usually see the nearest deadline, not three competing clocks.
Was this article helpful?