SLA Timers
Set response-time targets and get alerted when they are missed
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Premium Feature
SLA timers are a Custom-tier feature, managed by server Admins and the owner.
Overview
SLAs let you hold your team to response-time targets. Turn on the master Enable SLA toggle and pick an SLA alerts channel, then configure the two timers below. Everything is managed in the dashboard's SLA tab.
The Two Timers
| Timer | Clock Starts |
|---|---|
| First Response | When the ticket opens, until the first staff reply |
| Subsequent Responses | When the opener replies again, until staff respond |
Each timer has its own deadline, set in minutes or hours, with no upper cap.
Breach Actions
When a deadline is missed, any combination of these can fire:
- Post warning in the ticket - a staff-only private thread named
{ticket_name}-sla, deleted once staff respond - Ping staff in the ticket
- Log to the SLA alerts channel
- DM staff - the assigned staff member and admins
Layered Configuration
SLA settings are layered from general to specific: a server-wide default, a per-tier override, and a per-category-within-a-tier override. The most specific active layer wins, so you can hold, for example, Billing tickets to a tighter target than the rest of the server.
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Note
SLA breaches can also be delivered to your own systems as
sla.first_response_breached and sla.subsequent_breached webhook events. See Webhooks.