Set Up Sla Policies

A Service Level Agreement (SLA) is a promise about how quickly you'll respond to and resolve customer requests. TixTalk's SLA policies let you set those targets, apply them automatically to the right tickets, and see at a glance whether each ticket is on track or at risk.

Create an SLA policy

Go to Settings → SLA Policies.

Click New Policy and give it a descriptive name, like "Priority Support."

Set your First Response target—how long agents have to send the first reply.

Set your Resolution target—how long until the ticket should be resolved. You can also add a Next Response target for ongoing replies.

Choose whether targets are measured in business hours or around the clock.

Save the policy.

Decide which tickets it applies to

Each policy has conditions that decide which tickets it covers. You can match tickets by:

Priority — for example, apply tighter targets to urgent tickets.

Type — such as incidents versus general questions.

Source — email, form, live chat, and more.

Brand — useful if you support multiple brands.

If several policies could apply, TixTalk uses the policy priority to pick the right one. You can also mark one policy as the default so tickets that don't match anything still get a target.

Track SLA status on a ticket

Every ticket covered by a policy shows its SLA status right in the ticket view, so agents always know where they stand.

See the first response and resolution clocks, including the time remaining before each target is due.

A target shows as met once you reply or resolve in time, or breached if the deadline passes.

If a ticket is waiting on the customer, its SLA can be paused so that time doesn't count against you.

Stay ahead of breaches

TixTalk checks SLA timers continuously. When a ticket is within about 15 minutes of missing its first-response target, the assigned agent gets a real-time warning so there's still time to act. If a target is missed, the ticket is clearly marked as breached for follow-up and reporting.