A Service Level Agreement (SLA) is a promise about how quickly you will respond to and resolve customer requests. TixTalk lets you write those targets down as policies.
SLA policies are saved, but they are not applied to tickets yet. No ticket gets an SLA clock, no countdown or breach badge appears on a ticket, no warning is sent before a target is missed, and nothing is marked as breached. Treat the policies you create as a record of your intended targets, not as something the system measures.
Create an SLA policy
- Go to Settings, then SLA Policies under Productivity.
- Select New Policy and give it a descriptive name, such as "Priority Support".
- Set the First Response target in minutes — how long agents have to send the first reply.
- Set the Resolution target in minutes, and optionally a Next Response target for follow-up replies.
- Choose the conditions that decide which tickets the policy is meant to cover: any combination of Priority, Type and Source.
- Set the policy's own priority number, which decides the order policies are checked in, and mark it Default if it should be the fallback.
- Save the policy.
The default targets when you start a new policy are 60 minutes for first response, 120 minutes for next response, and 480 minutes for resolution.
About the business hours switch
Each policy has a business hours switch. Leave it on or off as you prefer, but be aware of what it does today.
- Target times are always counted as plain calendar minutes from when the ticket arrives. Business hours are not subtracted.
- There is no screen for defining your workspace business hours, so there are no hours for the calculation to use. The business hours you can set on a chat widget are separate — they control the widget's after-hours message and have nothing to do with SLA policies.
- A 60-minute first response target therefore means 60 minutes of wall-clock time, including nights and weekends, once SLA tracking is switched on.
What is not available yet
- Tickets are never matched to a policy, so no ticket carries an SLA.
- There is no SLA panel, countdown or "at risk" indicator on the ticket detail screen.
- Breach detection and the 15-minute early warning do not run.
- SLA clocks cannot be paused while you wait on a customer.
- SLA figures in ticket reports read from SLA records that are never created, so they stay empty.
Writing your policies down now still has value — when SLA tracking is switched on, the policies you have already created are what it will use. Until then, use ticket views to keep an eye on ageing work: a view filtered to open tickets sorted by oldest update is the practical substitute.