Setting up SLA policies & business hours
Define first-response and resolution targets per priority, and make the clock respect your working hours.
An SLA policy sets the promise you make on each ticket: how fast you'll first respond and how fast you'll resolve. flyhelpdesk stamps the deadlines automatically and warns you before you breach.
How policies work
There is one active policy per priority (urgent, high, normal, low). Each policy defines:
- First response target (in minutes)
- Resolution target (in minutes)
- Use business hours — whether the countdown pauses outside working hours
- Active — whether it's in force
When a ticket is created — or its priority changes — the engine stamps a first-response-due and resolution-due time. The ticket's SLA state moves through running → met or breached, and lists show friendly labels like Reply in 2h, Due in 4h, Overdue or SLA breached.
Business hours
Business hours decide when the clock ticks for policies that opt in. Configure them per tenant (timezone, start and end time, and which weekdays count — Monday to Friday by default). Only policies with Use business hours enabled pause overnight and at weekends; a 24/7 urgent policy can ignore them entirely.
Keep the clock honest
flyhelpdesk checks SLAs automatically, every minute, in the background. When a ticket breaches, it's flagged, a note is posted to the timeline, the assignee is alerted, and any SLA breach automations run — you don't have to do anything to keep it running.
Tips
- Give urgent tickets a 24/7 policy (business hours off) and lower priorities a business-hours policy so nights and weekends don't count against you.
- Watch the Urgent view in the inbox — it collects anything breached or about to breach so nothing slips.
- Pair an
sla_breachautomation with the sweep to auto-escalate — see Building automation rules.