How can I create an SLA policy for a team?

Hover over the team name in the left navigation bar and click the three-dot options icon.

Click Team settings.

Select SLAs from the left menu.

Click the Create new policy button.

Expand the Overview section and fill in the SLA policy name and an optional Description.

Expand the Conditions section.

• You can choose between Match all, Match any, or use both.

• Conditions are helpful when you want the SLA policy to apply only when certain criteria are met.

Expand the Target metrics section and click Add metric.

• Select the metric type (e.g., First response time, Update time, Next response time, or Resolution time) and set the appropriate ETA.

• If you’d like to set different targets based on priority, enable Detailed target settings. This allows you to configure SLA targets separately for each priority level.

Under Advanced options, enable Pause conditions if you want to pause the SLA timer under specific circumstances.

• You can define these conditions using Match all, Match any, or a combination of both.