Plan access: Support Suite requires Scale or Enterprise, an active trial, or access explicitly enabled for your workspace.
Support tiers and SLA targets help the team prioritize response expectations.
- Open Support settings.
- Open Tiers or the SLA configuration.
- Create or edit a tier.
- Add the response targets available for that tier.
- Save the tier.
- Apply the tier to the relevant support workflow or conversation.
Use names that teammates can apply consistently. Set targets your staffing can meet, then monitor the inbox for threads approaching or passing their SLA.