SLA policies
Response and resolution targets per priority — with ticket-type, requester and VIP overrides — applied to every new ticket.
Settings → SLA policies
Response and resolution time targets, one row per priority level — with optional overrides per ticket type, and per requester or for every VIP. Applied to every new ticket at creation and recalculated whenever a ticket's priority changes. Editing needs the SLA permission; everyone else sees the page read-only.
First response vs. resolution
- First response — met by the first reply the requester can see, from anyone on the team (including whoever raised the ticket for them). An internal note does not count. Optionally, a person assigning the ticket counts too — see What counts as the first response on this page.
- Resolution — the clock for moving the ticket to a final status.
Both count down from ticket creation, independently — a fast first response doesn't change the resolution deadline.
Hold SLA clock on a ticket stops both clocks until it is released, and pushes the due dates forward by however long it lasted. A target already missed before the hold stays missed — the hold stops the clock from then on.
Calendar time vs. business hours
These targets count plain calendar time by default — a 4-hour target due at 11pm is still due at 3am. Turn on Business hours under Settings → Workspace to have due dates skip nights, weekends, and days outside your configured schedule instead.
Business-hours calendars on this page give different teams or regions their own hours: assign a calendar to a project, or to a single policy. A policy's calendar wins, then the project's, then the workspace's business hours.