Service-level agreements keep your team accountable to response and resolution times.
Under Configuration → SLA, define first-response and resolution targets, tie them to your business hours, and set pre-breach warnings so agents are alerted before a target is missed rather than after.
Each ticket tracks its SLA state as it progresses, and the reports show how well you're meeting each policy. Because targets respect business hours (from General settings), the clock only runs when you're open — so your SLA numbers reflect real responsiveness. Set realistic targets you can consistently hit; pre-breach warnings then act as an early nudge for at-risk tickets.