SLA Management

With Service Level Agreements (SLA), you can set support targets for problem resolution and provide a dependable and consistent support experience to your customers.

With SLA management, you can:

  • enable your support team to prioritize customer messages that need urgent attention,

  • allow your customer reps to respond to important customer requests within a defined timeframe,

  • access hourly and daily performance reports with advanced SLA reporting,

  • set performance targets for your support team.

‌ SLA management works with prioritization rules. To set SLA targets for a product or a channel, you should first assign a rule, specific for the same product and the channel. For more details on Prioritization Rules, click here.

Navigate to Settings > SLA > Create new SLA to specify SLA targets for your prioritized requests.




Name of your SLA


A description of your SLA. This field is optional.


Select the product you want to set an SLA target for.


Select the channel you want to set an SLA target for.


Select the priority you want to set an SLA target for.

Metric Types

You can define two different metrics for your SLA targets: user response time and ticket resolved time. User response time determines the initial response time your customer reps will have to respond to requests. Request resolution time denotes the timeframe the customer messages will be marked as resolved.

Response Time

Enter the desired response time in minutes.

Targeted Success Rate

Enter the success percentage you’re targeting.

For instance, let’s assume that you choose Orange as a product, email as channel and Urgent as Priority, User Response Time as 30 minutes, and the Targeted Success Rate as 80%. According to this SLA target, your customer representatives will have 30 minutes to respond to 80 of every 100 urgent messages that are coming from the email channel. If the number of answered messages falls to 70, there will be 10 missed tickets.

Click here to learn how to view the hourly and daily performance reports of your SLAs.

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