SLA policies

An SLA policy defines how quickly a ticket should be answered and how quickly it should be resolved. You assign it to individual tickets; a background job checks the deadlines continuously.

Two deadlines

Every policy carries two times, both in minutes. A time of 0 means that deadline is not monitored.

• First response — Time until an agent first replies. The clock stops as soon as the first response is recorded.
• Resolution — Time until the ticket is resolved. The clock stops when the resolution timestamp is set.

Creating a policy

Settings, SLA policies. The list is sorted by urgency; each policy has four fields:

• Name — free text, shown in the ticket selector.
• Priority — determines the order in the list.
• First response and resolution in minutes. The display converts them into readable form, for example first response 30 min, resolution 8 h.
• Active — an inactive policy is ignored completely, including for tickets already carrying it.

Assigning it to a ticket

Pick the policy from the selector in the ticket detail view. The deadlines appear right below it, along with the first-response timestamp once there is one. Selecting None removes the assignment again.

What happens when a deadline is missed

At 75 percent of the deadline a ticket counts as at risk and is recorded. Once the deadline is fully used up, SilentChat raises the ticket priority by one step — if it is already at the top, it stays there. Both deadlines act independently, so a ticket can be escalated twice in one pass.

Limits worth knowing

• Deadlines run from ticket creation, not from business hours. A ticket arriving on Friday evening consumes its deadline over the weekend.
• The response to a missed deadline is a priority bump. No notification or escalation to another person is attached to it.
• Policies are assigned per ticket. There is no automatic assignment by priority, department or customer.