Default SLA Policies #
| Priority | First Response | Resolution |
|---|---|---|
| Urgent | 2 hours | 8 hours |
| High | 8 hours | 24 hours |
| Normal | 24 hours | 72 hours |
| Low | 48 hours | 168 hours |
Edit under Settings → SLA. Business Hours Only: Mon–Fri 9:00–17:00 (hardcoded).
SLA Policies
SLA Policies
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