> ## Documentation Index
> Fetch the complete documentation index at: https://ago.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](/features/business-hours). 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.