SLA & Reports

SLA Targets. For each priority, Urgent to Low, a first-response target and a resolution target in minutes of business time, with an Active checkbox. Save Targets.

Business Hours. A timezone and, for each day of the week, whether it is a working day and its opening and closing times. SLA timers run only during these hours.

Holidays. Dates excluded from SLA timers. Add a date and name with Add Holiday; Remove takes one off.

Emailed Report Digests. Tick Weekly digest (Mondays) and/or Monthly digest (1st of month), list recipients one per line, and Save Digest Settings.