Tickets & SLA
Multi level SLA
An SLA policy defines, for each priority level, a first response target and a resolution target in minutes. One policy is the default; others can be assigned to specific tickets.
| Priority | First response | Resolution |
|---|---|---|
| Urgent | 15 min | 4 h |
| High | 30 min | 8 h |
| Medium | 1 h | 24 h |
| Low | 4 h | 48 h |
Tracking
Each ticket carries firstResponseSla and resolutionSla with values PENDING, MET, MISSED or PAUSED (on hold).
- Changing priority re-plans the due dates from the ticket's creation time.
- A sweep runs every 60 seconds and marks breaches; each breach publishes
sla.breached, which can trigger automations and webhooks. - The SLA summary and compliance report show met vs missed per priority.
Manage policies in Settings → SLA Policies.