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Automation & service levels

Configure a service-level policy

Define response and resolution commitments, then check how they apply to your tickets.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

SLA is a set of policies that set targets for first response, next response, and resolution. Clocks are evaluated server-side on the queue tick (elegant_support_run_queue), not in the browser. Inbox shows on_track / at_risk / breached badges and can sort by sla_deadline.

When to use this

Without server clocks, a laptop timezone or a paused tab would lie about breaches. Business hours and holidays pause or shape those clocks so overnight does not burn a 4-hour first-response target.

Where to find the controls

Policies and engine UI: #/sla (policies, business-hours, holidays). Global engine toggle and alerts: Settings → SLA → General (deep-links to #/sla). Inbox filter SLA dimension.

Who can make these changes

elegant_support_manage_sla to edit policies. Agents with view_ticket see badges. Settings engine flags need manage_settings.

Before you begin

Enable sla_engine_enabled so the queue evaluates targets. Create policies (conditions + targets). Attach business hours and holidays. Keep production on system cron or clocks stall.

Follow these steps

  1. Open #/sla.
  2. Create a policy (for example first response 4 business hours on email + form).
  3. Set next-response and resolution targets if needed.
  4. Link the default calendar.
  5. Create a test ticket and watch the badge after the queue runs.
  6. Filter Inbox by Breached.

Settings reference

Policy name, conditions (channel, priority, team), first/next/resolution durations, calendar, escalation/alerts if configured, engine enabled flag, Inbox sla_status values: on_track, at_risk, breached, none.

Example workflow

A Normal email ticket created Friday 17:30 with 9–17 weekdays and a Monday holiday starts its first-response clock Tuesday 09:00, not over the weekend.

Good practices

Sort Inbox by SLA deadline at the start of the day. Do not “fix” a breach by changing the browser clock.

Important considerations

WP-Cron on a quiet site delays evaluation. Disabling the engine freezes new evaluations; existing badges may look stale until you explain why.

If something does not work

SLA incorrect: wrong calendar or holiday, engine off, queue backlog, or policy conditions that never match the ticket channel/priority. Diagnose on System Status (cron last run, queue depth), then open the ticket SLA panel. Contact support if clocks disagree with server time after cron is healthy.

Continue learning

Inbox filters→Business hours→Holidays→Keep background jobs and cron running→

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