Support tiers group service expectations. Add SLA targets to a tier to define the response or resolution time your team aims to meet.
Plan access: Support Suite requires Scale or Enterprise, an active trial, or access explicitly enabled for your workspace.
Support tiers group service expectations. Add SLA targets to a tier to define the response or resolution time your team aims to meet.
- Open Support → Tiers and create or edit a tier.
- Enter a name your team can apply consistently.
- Select Add SLA.
- Choose a Target: First response, Next response, or Resolution.
- Choose the Priority the target applies to: All, Low, Normal, High, or Urgent.
- Enter the target duration in Minutes. The minimum is one minute.
- Add further SLA rows when different priorities or targets need different durations, then save the tier.
Review the saved tier to confirm each target, priority, and duration. Use targets your staffing can meet, and check affected conversations in the inbox. Removing an SLA row changes the tier's configuration; review the remaining rows before saving.