SLA & Escalation

SLA policies

From Settings → SLA Policies, you define, per priority (Low/Normal/High/Urgent), how long the first response and the resolution may take, in minutes, hours or days. Each priority has its own policy — an urgent ticket typically has much tighter deadlines than a low-priority one. Fill in suggested targets proposes a common starting point for the priorities you haven't set (Urgent: 15 min / 4 h, High: 1 h / 8 h, Normal: 4 h / 2 days, Low: 8 h / 5 days); Save changes saves every priority you edited at once.

Each policy has a business hours only toggle: when on, the time count pauses outside the schedule configured in Settings → Business Hours (timezone and windows per day of the week) — an urgent ticket opened on a Friday night doesn't start "aging" until the office reopens.

How it shows up on a ticket

In a ticket detail's properties panel, if an SLA policy applies, it shows when the first response and resolution were met (in green) or when they're due if they haven't happened yet (in red if already overdue). In the ticket queue, a clock icon next to the subject flags tickets with a breached SLA, without needing to open each one.

Escalation

Escalation is a chain of tiers (Settings → On-Call & Escalation), each with its own wait time. A tier can point at a specific person or at an on-call schedule — if nobody acknowledges within the current tier's time, it automatically moves to the next one.

A ticket with active escalation shows a banner in its detail view with an Acknowledge button — any agent with access can acknowledge it, which stops it from advancing to further tiers. If every tier is exhausted without anyone acknowledging, the escalation lands in an exhausted state — a dead end in this version, it doesn't retry.

On-call

An on-call schedule defines who's on duty at any given moment — an escalation tier can point at a schedule instead of a fixed person, so the alert always reaches whoever's on call that week, without having to reconfigure the escalation chain every time the rotation changes.