How do I set SLA policies?

Go to Settings → SLA and create a policy. For each priority (Low through Critical) set two targets in minutes: first response and resolution. You can scope a policy to a single category (a Payments policy can be stricter than the default) — the most specific active policy applies, with first-match-wins resolution. Publishing with "apply to open tickets" stamps clocks on existing tickets that don't already have a more specific policy.

What happens when a clock runs out

• An hourly sweep flags the breach once per clock — the assignee and workspace owners get an email, an activity entry is written, and the ticket.sla_breach webhook fires.

• Automation rules can trigger on the breach — escalate priority, reassign, or notify.

• The dashboard shows first-response and resolution compliance (settled clocks only) plus a live breached list.