Clientish Documents
Step-by-step guides for every module, from your first workspace to proposals, billing, support and automation.
SLA Response Times
Set reply times per priority and see which tickets are running late.
Set how quickly your team should reply to each priority, and see at a glance which tickets are running late.
Overview
This guide explains the SLA response windows and how the deadline is shown.
Who Can Access
Step-by-Step Guide
Set the windows
Go to Settings → Ticket Statuses. Under SLA response windows, enter the hours for Urgent, High, Medium and Low, from 1 to 8760, and click Save Changes. Open tickets pick up the change straight away.
Watch the deadline
The SLA Deadline column on the Tickets page counts down. It is green with plenty of time, amber with less than half left, and red when nearly up or overdue.
Check one ticket
On the ticket, the header and the Info tab show the SLA target, the due time and how long you took for the first reply. An overdue ticket shows a red banner with a link to these settings.
When the Clock Stops
- The deadline starts when the ticket is created.
- It stops at your team’s first reply, or when the ticket is closed or marked spam.
- The client’s messages, auto-replies and internal messages don’t stop it.