Tickets and SLA policies

When to create a ticket, how statuses work, and how SLA targets keep response times honest.

Written by Godswill

Tickets track work that outlasts a single chat or email thread.

Create a ticket

From a conversation, use Create ticket. You can also let Automations create tickets when certain triggers fire.

Ticket list filters

Common filters: Open, Pending, Solved, Closed, Assigned to me, Unassigned, and by Priority (low, normal, high, urgent).

SLA policies (Growth and Enterprise)

Configure targets in Configure → SLA policies:

  • First response within — Time to the first human or configured auto-reply, by priority.

  • Resolve within — Time to resolution.

  • Warning at 25% left — Alerts before breach.

  • Alert on breach — Notifies the team when a target is missed.

Automations can react when An SLA target is missed.

The ticket panel on a conversation shows SLA timers (First response, Resolution) when a ticket exists. Keep ticket status in sync with customer communication—set Pending when waiting on the customer, Solved when fixed, Closed when no further action is needed.

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