Once the ticket has elapsed its response time or resolution time set, it becomes overdue and has to be taken care of immediately. This might happen every now and then when an agent goes on a vacation or falls sick. During this time, It is better to escalate the ticket to another agent for immediate action. This can be defined in the SLA policies that you create.


Quick guide for creating a new SLA policy:

  • Navigate to the Admin > Service management > Service Desk settings > SLA and OLA policies. 
    If your account has more than one workspace: 

    To modify global workflows, navigate to Admin > Global Settings > Service management > Service Desk settings > SLA and OLA policies.

    To modify workspace-level workflows, navigate to Admin > Workspace Settings > {Workspace Name} > Service management > Service Desk settings > SLA and OLA policies.

    Important Notes:

1. Workspace admins can create SLA policies at a workspace level.
2. Global SLA policies apply to tickets across all workspaces
3. Default SLA policy is created and enabled by default at the global level.

Order of execution: The SLA policy for the ticket is determined by the local
SLA policies created for a specific workspace. If the specified conditions in the local SLA policies do not match, then it follows the global policy. If both do not apply, then the default SLA policy becomes applicable to the ticket.

  • Choose New SLA policy. 
  • Give a new name to the policy you are creating and a brief description about it.
  • Now for each priority level, choose the ticket response time, resolution time, whether the SLA is in business or calendar hours.


Defining Escalation Rules
The escalation rules can also be established when creating custom SLAs. For example, you can choose who you want to escalate the ticket to when the ticket hasn't been resolved for a specific time interval.




You can set up to four levels of Escalations, for ticket resolution and one level for ticket response.


You can configure ticket escalation to be group-specific. You could configure each of your groups to escalate tickets to an agent belong to that specific group.


Note: Admins can now define internal Operational Level Agreements (OLA) on tickets/problems/changes and release (TPCR) tasks. This will dictate the time within which Agents should complete Tasks inside the TPCR, ensuring continuous service delivery and compliance. More details here.