SLAs can now follow your team's working hours, so resolution time is measured when your team is available to work. You can also pause the SLA while waiting for the requester and receive alerts before the SLA is breached.
Overview
SLAs help teams track how quickly tickets are handled and resolved. With this functionality, each resolver team can define its business hours and choose whether an SLA runs continuously or only during those working hours.
This helps teams measure performance more fairly by excluding time when the team isn't expected to work or when progress is blocked by the requester.
How to use
- In your sidebar, go to Settings
- Go to Ticketing
- Open the settings for the relevant resolver team
- In Categories, click on the three dots button of a category and select Edit
- In SLA, configure the business hours. Choose between:
- 24/7
- Business hours only
- Click on Save
- If you chose Business hours, go to the Business hours section of the resolver team settings and select:
- Working days
- Working hours
- Click on Save
- If the ticket is waiting for information or action from the requester, the SLA is paused until the requester responds
Alerts
- When the SLA reaches 75% of its time budget, an alert is sent to the resolver
- If the SLA reaches its full time budget, another alert is sent
- If the ticket is unassigned, alerts are sent to the team queue instead of an individual resolver
- SLA alerts are sent to the assigned resolver. If the ticket is unassigned, the alert is sent to the resolver team's queue.
- Alerts aren't sent to requesters or watchers
If the SLA is counting time overnight or during weekends, check whether the ticket type is configured to use 24/7 SLA calculation instead of business hours only.
Tips and best practices
- Use business hours only when your team is responsible for tickets only during specific working periods
- Make sure each resolver team's business hours are kept up to date, especially when schedules change
- Use the 75% alert as an early warning so the team has time to act before the SLA is breached
- Remember that SLA alerts are intended for the resolver or resolver team, not the requester or watchers
FAQ
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Does the SLA run 24/7?
It depends on the configuration. You can choose whether an SLA runs continuously or only during the resolver team's business hours.
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Does time spent waiting for the requester count toward the SLA?
No. When the ticket is waiting for the requester, the SLA is paused.
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When are SLA alerts sent?
An alert is sent when 75% of the SLA time budget has been used. Another alert is sent when the full time budget is reached.
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Who receives SLA alerts?
Alerts are sent to the assigned resolver. If the ticket is unassigned, they are sent to the resolver team's queue. Requesters and watchers don't receive these alerts.