SLA targets
SLA (Service Level Agreement) targets define how quickly your team should respond to tickets by priority.
Default targets
| Priority | Response target |
|---|---|
| Critical | 1 hour |
| High | 4 hours |
| Medium | 8 hours |
| Low | 24 hours |
Changing targets
Go to Admin Portal → SLA Settings and update the hours for each priority. Available on Team plans and above.