For Admins

SLA & business hours

Time limits for picking up, answering and resolving a ticket. Only the project's working hours count.

Targets live in “Settings → Team & routing → SLA Policies”, the schedule in “Work Hours” in the same group. The project owner and admins can change them.

Three stages

Stage	What is measured	Unit
Pick up	From the moment the ticket is created until an operator takes it	minutes
First reply	From the moment the ticket is created until the operator's first reply	minutes
Resolution	From the moment the ticket is taken (or created, if nobody took it) until it's closed	hours

When a ticket is reopened, all three clocks start again from the moment it was reopened.

Targets

“Targets by priority” — the three stages for the Urgent, High, Normal and Low priorities.
“Default targets” — First reply and Resolution for tickets whose priority has no target of its own.
“Targets by segment” — separate First reply and Resolution for special customers (for example vip) at any priority. The segment is picked on the contact card.

The form comes pre-filled (for Normal: pick up in 30 min, reply in 60 min, resolve in 24 h), but the values take effect only once you save.

Countdown timers

The ticket list and the ticket header show the timer of the current stage; the contact card shows every stage, with passed ones ticked.
Outside working hours and while the ticket is snoozed the timer is paused, and the paused time doesn't count.
Once the time is up, the timer turns red and keeps counting below zero.
A stage without a target, or with 0, has no timer, and until the SLA settings have been saved once there are no timers at all.

Warnings and breaches

Every 5 minutes a background check compares First reply and Resolution with their targets. Each event fires once per ticket.

“Warning before a breach”: turn on “Send a warning” and set “Warn ahead by” (15 min by default) to get sla.response_warning and sla.resolution_warning.
When the time is up — sla.response_violated or sla.resolution_violated.

Breaches can go to email, a Telegram group or a webhook through the notification rules (the SLA Response and SLA Resolution rows). Warnings reach operators only as personal notifications — push and in-app — governed by the SLA violation toggle in their profile. The Pick up stage has a timer only, with no events. Nothing is reassigned automatically on a breach.

Until the project saves its SLA settings it has no SLA: no timers, no warnings, no breaches, and no compliance figure in analytics. A stage with a 0 or empty target isn't checked either. The first reply and the resolution are judged by the target for the ticket's priority and segment — the same one its timer shows.

Business hours

“Settings → Team & routing → Work Hours” holds:

“Timezone” — the schedule's times are in this time zone;
“Daily Schedule” — Working or Day off for each weekday, with From and To hours. A window may run past midnight, e.g. 04:00–02:00;
“Exceptions” — holidays and special days: a weekday off or a working Saturday with its own hours.

SLA and auto-close are counted on this schedule, and auto-assignment and the bot's “we're offline” reply follow it. With no schedule, time runs around the clock.

The project schedule doesn't mute operator notifications. Each operator has a personal schedule in “Profile → Work hours”: off — push, email and in-app arrive always; on — only on the marked days and hours.

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