Use Triggers to setup SLAs including:

1. First Response Time

2. Response Time (subsequent after first response)

3. Resolution Time

SLAs will only tick during your defined support hours. The time values set on SLAs will only tick during those business hours. For example, if you have a 24 hour time to first response SLA set in a trigger and your support hours are set to 8 hours per day, 3 business days x 8 hours per day (= 24 support hours) will need to pass in order for a breach to occur.

Set SLAs

The simplest way to setup an SLA is to Create a Trigger with Kickoff New Issue Created that takes the Set Issue SLA Action.

More Complex Examples

You can use filters (in the IF... section) to set more granular SLAs for specific customer or issue segments.

For example, set more granular SLAs if:

1. Customers are marked as Enterprise (can be pulled from your CRM) or you can mark customer tier using Account Fields.

   

2. Issue Priority is set as Urgent vs Low.

Setup SLA Breach Notification

You can be alerted when an SLA gets breached.

Just use the Issue SLA Breached Kickoff and set the Action to Send Slack Notification.