SLA policies
Overview
Important
SLA management is only available in “Yacht” and “Ocean liner” plans. See the the licensing details.
An SLA (service level agreement) defines how quickly support requests should be answered and resolved.
In Plumsail HelpDesk, SLA policies allow you to track response and resolution times for tickets and automatically escalate requests when these targets are missed.
SLA metrics in the tickets list
After installing HelpDesk, the Next SLA in column is available in the Tickets list. It shows how much time remains until the next SLA target is breached.
If the SLA is already violated, the value becomes negative and shows how much time has passed since the deadline.
Note
The timer is only displayed if the ticket is tracked by an SLA policy. If there are no SLA policies set up or if the ticket doesn’t meet the criteria, the column will remain empty.
Show additional SLA columns
Additional columns are available for each SLA metric, but they are hidden by default.
You can display these columns if needed by clicking Add column → Show or hide columns:
Here, you can select the columns you’d like to display (e.g., Resolve in). You can also deselect the Next SLA in column to hide it if you don’t need it.
Click Apply to save the changes.
SLA behavior and statuses
SLA timers depend on the ticket status.
If an agent replies and the ticket moves to Pending, the SLA timer stops until the requester responds.
SLA metrics in the ticket form
On the right side of the ticket page, you can see SLA metrics:
First Reply Time and Next Reply Time on the left
Resolution Time on the right
Note
For detailed information on SLA policies and how to configure them, please refer to the SLA configuration guide.