SLA Policies

SLA policies set how fast your team must first reply to a ticket and how fast it must be solved. You set a first response target and a resolution target for each priority (Low, Normal, High, Urgent), and choose which tickets the policy covers. Timers then appear on every matching ticket, the team gets an alert 30 minutes before a target is due and again when it's missed, and the Tickets report shows how often you met them.

#Before you begin

• Only Owners and Admins can create, edit, reorder or delete SLA policies. Everyone who can see tickets can view them.
• SLA policies apply to tickets. For a first response target on Inbox conversations, use the channel's First response target (minutes) setting instead. See Channel settings.

#How SLA timers work

• Targets are counted from the moment the ticket is created, in calendar time: times run around the clock, including nights and weekends.
• The first response target is met when a teammate sends the customer a reply: from the ticket, or in the linked conversation in the Inbox. Internal notes and automatic notifications don't count.
• The resolution target is met when the ticket is set to Solved or Closed.
• Setting a ticket to Pending or On hold doesn't pause the timers.
• Changing a ticket's priority, type or company finds the matching policy again and recalculates the due times from the ticket's creation time.

#How to create an SLA policy

1. Go to Settings › Tickets.
2. Under SLA policies, click New policy.

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Settings › Tickets › SLA policies › New policy

The "New policy" dialog with a name ("VIP customers"), the Targets table with First response and Resolution values for Urgent, High, Normal and Low, and the Applies to section with types, sources and the "Only these clients" list, one company ticked.

File: screenshots/sla-policies-editor.png

1. Enter a Name and, if you like, a Description.
2. Under Targets, enter a First response and Resolution time for each priority. Use minutes (90) or units like 30m, 4h, 2d or 1d 4h. Leave a cell empty for no target. The longest target is 90 days.

A new policy starts with these suggested targets, which you can change:

| Priority | First response | Resolution | | --- | --- | --- | | Urgent | 30m | 4h | | High | 1h | 8h | | Normal | 4h | 1d | | Low | 8h | 3d |

1. Under Applies to, choose which tickets the policy covers:
   • Types: Question, Problem, Incident, Request, Task.
   • Sources: Conversation, Support form, Email, Created by team.
   • Only these clients: specific companies, for example customers on a premium contract.

Leave everything unchecked to apply the policy to All tickets. When you tick options in more than one group, a ticket must match every group.

1. Click Save changes. You see "Policy saved. Open tickets were updated."

#How Resool picks the policy for a ticket

Policies are checked from top to bottom. The first active matching policy sets the ticket's targets; the others are ignored. Put your most specific policies (a VIP client, Incidents) above a general catch-all policy.

To change the order, drag a policy by its handle. Each policy shows its position number, what it applies to and its targets for every priority as first response / resolution.

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Settings › Tickets

The SLA policies card with three numbered policies (for example "VIP customers", "Incidents", "Standard"), their scope line, the targets per priority, drag handles, on/off switches, and one policy showing the "Off" badge.

File: screenshots/sla-policies-list.png

#How to edit, turn off or delete a policy

• Turn a policy on or off with its switch. A turned-off policy shows Off and is skipped.
• Edit: open the ⋯ menu and select Edit. Saving updates the due times on open tickets.
• Delete: open the ⋯ menu and select Delete. Open tickets that used it are matched again against the remaining policies.

#How to track SLAs on tickets

• In the tickets list, the SLA column shows the next target with the time left (for example "2h left") or how late it is ("15m overdue").
• On the ticket page, the SLA card shows the policy name and both targets with their due time, and Met or Missed once finished. If no policy matches, it says "No SLA policy applies to this ticket."
• Views and filters: use the SLA breached and Due soon views, or the SLA filter (Breached, Due soon, On track). "Due soon" means within 30 minutes.

#SLA alerts

Resool notifies your team once when a target is 30 minutes away (SLA due soon) and once when it's missed (SLA breached). Alerts go to the ticket's assignee; if there's none, to the members of its team; if there's no team either, to everyone whose role can create and edit tickets. See Ticket notifications.

#Notes and limitations

• Targets can be from 1 minute up to 90 days.
• Times aren't adjusted for business hours or holidays.
• Solved and closed tickets stop all timers. Reopening a ticket uses the same due times, which may already be in the past.

#FAQ and troubleshooting

#Why does a ticket say "No SLA policy applies to this ticket"?

What you can do:

• Check that at least one policy is turned on.
• Check the Applies to options: the ticket's type, source and company must match every group you ticked.
• Check that the policy has a target for the ticket's priority. An empty cell means no target.

#Does a reply from an AI agent count as the first response?

No. The first response is recorded when a teammate replies.

#I changed a policy. Do existing tickets change?

Yes. Saving, reordering, turning on or off or deleting a policy updates the due times of open tickets. Solved and closed tickets keep their results.

#Can a ticket have more than one policy?

No. Each ticket uses the first active policy that matches it.

#What's next?

• Ticket notifications
• Creating and working on tickets
• Ticket, sales and broadcast reports