SLA targets

Turn it on

1. Open Admin center → SLA and tick Enable SLA tracking.
2. For each priority, set First response and Resolution targets in minutes.
3. Set the At-risk warning — the share of the time elapsed at which a timer turns to at risk.

Reading the timers

Each ticket shows a bar per target. A bar freezes where its target was met; a tick marks the warning threshold; a breached target stays breached. The first public reply from your team meets the first-response target; moving to a resolved status meets resolution.

When the clock runs

Each status decides whether the resolution clock runs while a ticket sits in it; resolved and closed statuses stop it. Admins set this per status in Admin center → Customize Ticket.