Set SLA goals in help desk

Super admins in your account can set service level agreements (SLAs) for tickets in help desk.

You can set SLA goals for time to first reply, time to next reply, and time to close. These goals can apply to all tickets in help desk, or they can be based on specific ticket properties, such as priority, team, source, or pipeline. You can also customize whether your SLA goals apply at all times or only during working hours.

To set up SLA goals:

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• Navigate to Inbox & Help Desk > Help Desk. 
• Click the SLAs tab.
• Click the Manage when SLAs apply dropdown menu and select an option:
  
  • During working hours: your SLAs will only apply during your team's regular schedule (e.g., 9:00 AM to 5:00 PM). You can customize your team's working hours by clicking Edit your team's working hours:
    • In the dialog box, use the dropdown menus to edit your availability. Note that working hours do not include holidays.
    • You can also click Add hours to configure additional periods during which your team will be expected to be available. 

• • 24/7: your SLAs will apply all the time, even outside of working hours.
  • Click Save. 

• In the bottom left, click Save.
• To customize how your SLA goals will be enforced, click to toggle the Set reply and close time SLA goals switch on, then expand the section:
  • To apply SLA goals to all tickets in help desk, select the To all tickets in help desk radio button:
    • Use the dropdown menus to set the SLA goals for time to first reply, time to next reply, and time to close.
    • To set when a ticket's SLA status will change to Due soon, use the dropdown menus under Mark as due soon to remind your team and stay within your SLAs.

• • To apply different SLA goals based on a ticket property, select the Based on ticket property radio button.
    • Click the Choose ticket property dropdown menu, then select a ticket property.
    • Click Edit SLA goals.
    • In the right panel, use the dropdown menus to set the SLA goals for each property, including time to first reply, time to next reply, and time to close.
    • If you don't want to set SLA goals for a specific property, clear the On/Off checkbox next to the associated property value.
    • To set when a ticket's SLA status will change to Due soon, use the dropdown menus under Mark as due soon.
    • Click Done.

• • In the bottom left, click Save to confirm your SLA goal settings.