Service Level Agreement (SLA) targets in Help Desk define expected response and resolution times based on ticket priority levels such as "Critical," "High," "Medium," and "Low." SLA targets help districts manage support expectations, monitor performance, and trigger notifications when response or resolution times are approaching or exceeded.
Enable the Default SLA Target
- Navigation:
- Service Level Agreement (SLA)
- Targets
Before configuring SLA settings, the default SLA target must be enabled.
To enable the default SLA target, click the toggle to turn it on. Once enabled, SLA settings become editable.
Edit the Default SLA Target
After enabling the default SLA target, configure SLA settings for each priority level to define response expectations and notification behavior.
- Set the First Response Time. This defines how quickly a ticket should receive an initial response.
- Set the Resolution Time. This defines the expected time to fully resolve the ticket.
- Configure Operational Hours. SLA calculations are based on these defined service hours.
- Enable Email Notifications by turning the toggle on. Notifications alert assigned technicians when SLA thresholds are approaching.
- Configure SLA Notification Rules for both First Response and Resolution:
- Set when to send an email notification based on time thresholds.
- Select a condition: Before, After, or When the SLA threshold is reached.
- Select the applicable Priority Level for the rule.
- Click Update to save the SLA configuration.
SLA Behavior and Rules
The following behaviors apply to SLA tracking in Help Desk:
- A comment on a ticket counts as meeting the First Response requirement.
- SLA time tracking is paused when a ticket is in the following statuses:
- On Hold
- Request Approval
- Approval Pending
- Approval Denied
- Approved