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  1. Service Level Agreements

What are SLAs?

Understand how to use a Service Level Agreement (SLA) to improve your team's performance.

PreviousRound Robin assignmentNextCreating an SLA

Last updated 11 months ago

Service Level Agreements (SLAs) are rules you create around response time (or resolution time) to ensure you are responding to your customers in a timely manner. When an SLA rule is triggered, the ticket will be tagged with a special SLA Violation tag. You can also add other optional rules, like electing to be notified or assigned when an SLA violation occurs.

SLAs are available as part of the Advanced and Enterprise pricing plans.

Once an SLA has been triggered for a ticket, it can't be removed. Similarly, a ticket can only be triggered once. If a ticket triggers multiple SLA rules, only the first is recorded.

SLA Violation in Gmail
SLA Overview
SLA Overview