SLA Policies

Set a first-response and a resolution target for each ticket priority, and hear about it when one is missed.

Overview

An SLA policy says how fast a ticket of one priority should get its first reply and how fast it should be closed. PimiDesk measures every ticket against the policy for its priority and tells you when a target is missed. Policies are on every plan. Only workspace owners can create and change them.

Creating a Policy

Go to Settings → SLA Policies in your workspace and add a policy. A workspace has at most one policy per priority: one for low, one for medium, one for high. Each policy has:

• First response target, in minutes: the longest a new ticket should wait for its first reply
• Resolution target, in minutes: the longest a ticket should stay unclosed
• Active: switch a policy off without deleting it

A priority with no policy is not tracked.

How Tracking Works

Each ticket carries two results, one for first response and one for resolution. Each is on_track, met or breached.

• First response is met when the first reply goes out to the customer.
• Resolution is met when the ticket is closed.
• The resolution clock stops while a ticket is pending, that is, while you wait for the customer. Time spent pending is added to the deadline.

Targets run on clock time. There are no business hours.

Breach Detection

Every 5 minutes PimiDesk checks open tickets against their policy. It looks at tickets that are assigned to someone and are not closed, archived or marked as spam. When a target has passed:

1. The ticket's result changes to breached
2. The assignee gets an email, if they have the SLA breach notification switched on
3. The sla.breached webhook event fires. Its payload has ticket_id, policy_id and breach_type, which is first_response or resolution

Each breach is reported once. There is no warning before a target is missed; if you need one, set a shorter target.

Notifications

Each member switches the SLA breach email on or off for themselves, per workspace, in Settings → Notification Preferences.

Frequently Asked Questions

Can targets differ by priority?

Yes. That is the only way they differ: one policy for each of low, medium and high.

Which plans include SLA policies?

All of them.

Does PimiDesk support business-hours SLA?

No. Deadlines are clock time. Moving a ticket to pending is the way to stop the resolution clock.

Is there a warning before a breach?

No. The only SLA event is sla.breached.

Related

• Webhooks — receive the sla.breached event
• Workspaces — who can manage SLA policies
• API Reference — the SLA policy endpoints