SLA policies
Set response targets, business hours and escalations for tickets.
Set response targets
Under Service Hub › Settings › SLA policies, set a first response and a resolution target for each priority (Low, Normal, High, Urgent). A policy applies to the tickets that match its conditions, such as a channel, a team or a customer's plan.
Business hours and holidays
Each team has a business-hours calendar with its time zone and holidays. SLA clocks run only inside those hours, so a ticket that arrives on Friday evening starts its clock on Monday morning.
Escalations
At 75% of a target, the assignee and their manager are notified. At a breach, the ticket moves to the top of the queue, and you can choose to reassign it to another agent or team automatically.