SLA Tracking

Set first-response and resolution targets in business hours and track breaches on every ticket.

SLA policies set response-time targets for your tickets. Each policy says how fast the first reply and the resolution should happen, measured in working time against a business hours schedule. When a ticket comes in, the matching policy sets two deadlines on it: one for the first response and one for the resolution. A badge on the ticket shows how much time is left, turning orange as a deadline approaches and red once it is missed.

Targets count only working time. With a Monday–Friday 9:00–17:00 schedule, a 2-hour first-response target on a ticket opened Friday at 16:00 is due Monday at 10:00 — the weekend does not count.

How deadlines are set

When a ticket is created, AGO finds the first active policy whose conditions match the ticket and applies it:

• First response due — ticket creation time plus the first-response target, in business hours.
• Resolution due — ticket creation time plus the resolution target, in business hours.

When a ticket synced from a connected system (for example Zendesk) is updated — including a change to its priority — its deadlines are recalculated against the policy that now matches.

The first-response deadline is met when an agent posts the first public (non-internal) reply. The resolution deadline is met when the ticket is closed or resolved. A deadline counts as breached as soon as it passes with no matching reply or resolution, or when the reply or resolution lands after it — the badge reflects this in real time, with no waiting for a background job.

SLA badges

Each ticket shows its SLA status on the ticket list and the ticket detail page:

Color	Meaning
Green	On track, or the target was met on time.
Orange	The deadline is approaching (within the next hour).
Red	The deadline was missed, or the target was met late.

The list shows the most urgent stage; the detail page shows both first-response and resolution status with the time remaining.

Manage policies

Go to Tickets > Settings > SLA Policies. You need admin or account-manager access. The page lists every policy with its conditions, targets, and schedule. Click a policy to edit it, use the row menu to delete one, or click Create Policy to add one.

A policy has:

Setting	Description
Name	Label for the policy.
Schedule	The business hours schedule used to compute deadlines. Leave empty to use the default schedule.
Priority / Typology / Tag	Conditions on the ticket itself. Leave a condition empty to match any value. A ticket must match every set condition.
Organization / Permission / Email domain	Conditions on the person who opened the ticket — their organization, their permission level, or the domain of their email address (for example acme.com). Leave empty to match anyone.
First response target	Minutes of working time allowed for the first reply. Leave empty to skip first-response tracking.
Resolution target	Minutes of working time allowed to resolve the ticket. Leave empty to skip resolution tracking.
Active	Only active policies are applied.
Position	When several active policies match a ticket, the one with the lowest position is used.

How a policy is chosen

A ticket uses the first active policy that matches all of its conditions, ordered by position (lowest first). Give specific policies (for example, one that only matches urgent priority) a lower position than a catch-all policy so the specific one wins.

If no policy matches a ticket, no SLA is tracked and no badge is shown.