Skip to main content
Service level agreements are the time targets for customer work. Open Settings → SLAs. Rules are separate for conversations and tickets. Rules run from top to bottom. Only the first matching rule is applied. Add a rule, set who it matches, and set the target time. Reorder rules when a more specific case should win. Support hours decide whether that time counts only inside working hours or around the clock. A trigger can apply an SLA policy, and it can start when an SLA is approaching a breach or has breached. If the plan does not include editing SLAs, existing rules stay visible and new changes are unavailable until you upgrade.