Creating multiple SLA policies Pro

Run more than one set of SLA targets and have the right one apply automatically. Each policy has its own targets and its own rule for when it applies — so a VIP customer's ticket and a routine request don't have to share the same deadline.

Additive and opt-in If you don't create any policies, nothing changes — your Default SLA policy applies to every ticket, exactly as before. Policies only ever add more specific targets on top.

How matching works

You build a list of policies, each with a rule. When a ticket comes in, FyneDesk reads the list top to bottom and the first policy whose rule matches wins, setting that ticket's targets. Anything that matches no policy falls back to your Default SLA policy, which always sits at the bottom as the catch-all.

Order matters — put your most specific rules first Because the first match wins, a narrow rule (e.g. "tagged vip") should sit above a broader one (e.g. "priority is High"). Drag policies to reorder them.

Creating a policy

Go to Settings → Tickets → SLA Policies (admin only) and click Add policy.

1 Give the policy a name — for example, "VIP customers."
2 Under "Apply to tickets where ALL of:" click Add condition and choose a field. All conditions must match (they're combined with AND). Leave it with no conditions and the policy matches every ticket.
3 Pick the Operating hours mode for this policy — Calendar (24×7) or Business hours (which uses the schedule set on the SLAs page).
4 Set the Resolution targets (minutes) for each priority. Leave a priority blank to inherit the Default policy's target for it.
5 Make sure Active is on, then Save. Drag the new policy into the right position in the list.

The New SLA policy editor: a Policy name field, the "Apply to tickets where ALL of:" conditions builder with a Priority condition (Critical / High / Medium / Low chips), the Calendar (24×7) / Business hours toggle, per-priority Resolution targets with "Inherit" placeholders, and an Active toggle. sla-policy-editor.png

What you can match on

A condition can use any of these fields, combined with AND:

Field	How it matches
Priority	Pick one or more of Critical, High, Medium, Low (matches if the ticket is any of them).
Ticket type	Incident or Service Request.
Team	One of your organization's teams.
Tag	A ticket tag — e.g. `vip`.

For example, a policy with Tag is vip and Priority is Critical applies only to Critical tickets tagged vip.

The Default SLA policy

The Default SLA policy is pinned to the bottom of the list and labelled "Always applies last." It's the catch-all for tickets that match no other policy. You don't set conditions on it — you edit its targets back on the SLAs page (its "Edit Default" button takes you there).

Multiple SLA policies is a Pro feature Free organizations use the single Default SLA policy. Building additional policies requires Pro — available during the 30-day Pro trial.

Frequently asked questions

What if two policies could both match a ticket?

The first match wins, reading top to bottom. Drag your most specific policies above broader ones so the right one is found first.

Do policies set first-response and assignment targets too?

A policy sets its own resolution targets; leave a priority blank to inherit the Default policy's value. First-response and assignment targets come from your default configuration.

If I edit a policy, do my past reports change?

No. Closed tickets are judged against the policy and targets that were in force when they closed, so editing a policy never rewrites old numbers. See the compliance report.