SLA feature best practices

Hi there,

We want to make sure that you’re getting the most out of our new SLA feature, so we’ve put together a list of best practices for using the tool effectively:

  • Define your SLAs carefully: Make sure that you’re setting SLAs that are realistic and achievable, based on your team’s resources and capacity.
  • Monitor your compliance regularly: Check in on your SLA compliance dashboard frequently to ensure that your team is meeting their targets.
  • Use automation to your advantage: Set up automated alerts to ensure that you’re always aware of tickets that are in danger of breaching their SLAs.
  • Review and adjust your SLAs regularly: As your team’s workload or priorities change, be sure to review and adjust your SLAs accordingly.

We hope that these tips are helpful! If you have any additional suggestions or questions, please let us know.


I would recommend setting up different SLAs for different ticket types or categories. It helps you make sure that you’re prioritizing the right issues.