Tasks & support
SLA policies and reports
Promise your clients a response and resolution time, get warned before you miss it, and report on how often you keep the promise.
Contents: Who can use it · SLA policies · Create a policy · How the SLA runs on a ticket · SLA compliance report · CSAT report · Example · FAQ
Who can use it
Managers and administrators with the SLA policy permission (setup) and the report permissions (reports). Needs the Tickets module.
Where: CRM → CRM settings → Tickets and service → SLA policies. The reports open from the same area; the SLA report has a SLA policies shortcut.
SLA policies
One policy applies per ticket priority. A ticket gets its SLA from the policy of its priority.
| Column / field | Meaning |
|---|---|
| Policy name | Your label |
| Priority | The ticket priority it applies to |
| First response | Target in minutes for the first answer to the client |
| Resolution | Target in minutes to resolve |
| Warn at (% of time used) | Raises an "At risk" warning when this share of the time has passed (1 to 99). Leave empty for no warning |
| On breach | What happens, once, when a clock passes its target: Notify (a person or department), Reassign (escalate to a person or department), Raise priority (one step up), Add watchers |
| Escalation levels | Extra steps that run once each a number of business minutes after the breach: Add level, then Add action. Each level applies to Both clocks, First response only or Resolution only |
Times count business minutes. Targets are not changed when the priority is raised by an escalation.
Create a policy
- Open SLA policies → Add new policy.
- Enter the Policy name and choose the priority.
- Set the first response and resolution minutes, for example 30 and 240 for High.
- Set Warn at to 80.
- Under On breach choose Notify, target Ticket's team.
- Optionally add Level 1: after 60 minutes past the breach, Reassign to the duty manager.
- Save.
How the SLA runs on a ticket
- The ticket shows two clocks: First response and Resolution, each On track, At risk, Breached, Met or Missed.
- A status that Pauses the SLA (for example "Waiting for customer") stops the clocks; the due times move on when work resumes.
- A status that Counts as resolved stops the clocks.
- The Escalation history on the ticket lists warnings, breaches and each escalation level.
SLA compliance report
Shows first-response and resolution targets met, by period.
- Filters: date range, All priorities, All teams, All agents, Clear filters.
- Cards: Tickets with an SLA, First response met, Resolution met, First responses missed, Resolutions missed.
- Weekly trend and tables by Priority, Team, Agent and Week.
- Download CSV exports the current view.
CSAT report
Shows customer satisfaction after tickets are resolved: CSAT (share of answers scoring 4 or 5), Average score, Answers, Response rate, Scores distribution, CSAT by week, tables by Agent, Team and Week, and the clients' Comments. Download CSV is available. If the page is empty, turn on CSAT survey in Ticket setup.
Example scenario
An ISP sets High: 30 min first response, 4 hours resolution, warn at 80%. At 24 minutes a ticket turns "At risk" and the team lead is notified. At 30 minutes it breaches; the policy reassigns it to the duty manager. The weekly report shows the Dhaka team met 92% of first responses.
Troubleshooting and FAQ
A ticket has no SLA. There is no policy for its priority. Create one.
The SLA clock is not running. The ticket is in a status that pauses the SLA, or it is resolved.
I see "No access to the SLA report". Ask an administrator for the report permission.