SLA Management
SLA policies define response and resolution deadlines by priority; once a ticket takes that priority, the deadlines apply and the ticket shows time remaining.
Customer Success → SLA Management (/support/sla) is where you configure the shared SLA policy catalog and review compliance. Because a support team’s queue often spans both areas, the compliance report shown here centers on the Service Management ticket queue — Helpdesk tickets carry their own SLA deadlines directly on each ticket, drawn from the same policy set. Seeing this page requires both Helpdesk and Service Management reporting access.
Define a policy
Go to Customer Success → SLA Management → New Policy and set response/resolution targets per priority level.
Apply an SLA policy
Tickets inherit the deadline for their priority and display time remaining against it.
Watch compliance
The SLA report highlights breached or at-risk tickets so managers can escalate before a commitment is missed.