SLA Rules & Priorities
Set response-time expectations per priority so agents (and your reports) know what "on time" means.
1. Configuring SLA Rules (Settings → SLA rules)
For each priority — High, Medium, Low — you can set:
| Field | What it does |
|---|---|
| First response | Minutes allowed before an agent's first reply |
| Resolution | Minutes allowed before the ticket should be resolved |
Suggested starting points: High = 60 min first response, Medium = 240 min, Low = 1440 min (1 business day) — but every field is fully editable.
Both deadlines are set when a ticket is created, and both are recalculated if its priority changes later — escalating a ticket from Low to High tightens its targets immediately.
2. Where SLAs Show Up
- •The ticket detail sidebar shows a progress bar for each deadline — First response due and Resolution due — counting down in real time.
- •Tickets that pass their first-response deadline without a reply show an "SLA breached" badge in the agent queue, making them easy to spot and triage.
- •Your dashboard's overdue count uses the same deadlines.
3. Clocks Stop While a Ticket Is On Hold
When an agent puts a ticket On Hold and says what they're waiting on, both clocks stop — unless the delay is internal to your team, which keeps counting on purpose. Time spent waiting on a vendor, an approval or the requester doesn't count against you, and paused tickets don't appear as breached or overdue.
Full detail, including how to add your own pending stages, is in Ticket Stages, On Hold & SLA Pause.
4. Priority Levels
QueueDesk uses a standard Low / Medium / High priority scale on every ticket, in addition to the ITIL Impact and Urgency fields agents can set individually (used by AI Triage to suggest a priority automatically).
Next, read Ticket Stages, On Hold & SLA Pause to see how the lifecycle and the pause work in practice.