SLA policies and business hours

SLA policies are available from the Pro plan. Open Settings > SLA & hours.

Business hours Pick your timezone, mark the days and times your team is available, and add holidays. SLA clocks only run during those hours, so a ticket that arrives on Friday evening is not counted as late on Monday morning.

Policies A policy matches tickets by priority, channel and optionally the customer email domain. For each priority you set a first response target and a resolution target in minutes. You can also escalate a few minutes before the target is missed, either to the assigned agent or to a specific person.

What agents see Every ticket shows an SLA badge in the sidebar with the time left for first response and resolution. Tickets that are late are marked "Breached" in the list, and you can filter the inbox by Breached, Due soon or On track. Clocks pause automatically while a ticket waits on the customer (Pending or On hold).

Note: these timers measure your own support commitments. They are not a guarantee about the availability of EspressoDesk itself.