Set Support Desk response targets
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Set targets by ticket priority
- Open Support → Settings → SLA.
- For each priority you want to track, activate the policy and enter Response Time (minutes) and Resolution Time (minutes).
- Enable Business Hours Only for policies that should count time during working hours. Enter an Escalation Email where your team needs one.
Set business hours and save
In Business Hours, set the days and times your support team is available. These hours apply to policies with Business Hours Only enabled. Select Save SLA Settings.
Verify with a ticket
Create a test ticket at an active priority and check that its response and resolution targets match the policy. Test a ticket outside business hours if you enabled that option.
Related guide: Set up ticket intake and resolve a ticket.