SLAs set deadlines. Each ticket category defines a respond target and a resolve target in minutes, and a company's SLA tier adjusts expectations. Configure them under Support > SLA.
Where targets come from
- TicketCategory.respondMins: time to first response.
- TicketCategory.resolveMins: time to resolution.
- Company SLA tier (STANDARD, BRONZE, SILVER and higher) scales priority expectations.
- A status with isResolved = true stops the resolve clock.
Configuring
- 1Open Support > SLA and choose a category.
- 2Enter respond and resolve minutes; add sub-categories with their own values if needed.
- 3Save; new tickets in that category show countdown deadlines.
- 4Review the Support dashboard for at-risk and breached tickets.
Escalation
- Warn assignee and team lead as a deadline approaches.
- On breach, raise priority, reassign to a senior queue, or notify a manager.
- AI chat escalations create a ticket with the conversation attached.
The clock uses your workspace business hours if configured; without them it runs 24x7.