Setting up SLA targets

Set the time each ticket priority should take to resolve, get a first reply, and be assigned. These are your Default SLA policy targets — they apply to every ticket unless a more specific policy overrides them.

Why this matters Without your own targets, FyneDesk uses system defaults (1 hour for Critical, 8 hours for High, 2 days for Medium, 7 days for Low resolution). If those don't match the promises you make customers, your compliance numbers won't mean much. Setting your own takes a minute and makes every SLA metric accurate to your real commitments.

Everything below lives in Settings → Tickets → SLAs, under the Default SLA policy heading. You'll need to be an admin.

Step 1 — Turn on SLA tracking

At the top is a master switch, "Enable SLA tracking." This controls whether SLA features appear anywhere — the queue progress bar, the KPI cards, the compliance report, and alerts.

On — SLA indicators are visible across the app.
Off — SLA panels on KPIs and Reporting are hidden. Your saved targets are kept; they just aren't active.

Step 2 — Set resolution time targets

The Resolution time targets section is on by default — how long from creation until a ticket is resolved. For each priority you'll see a number field and a unit selector (Minutes, Hours, or Days). Grey hint text shows the system default for that row.

Priority	System default (resolution)
Critical	60 minutes
High	8 hours
Medium	48 hours
Low	7 days

Leave a row blank to use the system default — you only fill in the rows you want to change. Any whole number from 1 minute to 1 year is allowed.

The Default SLA policy section: the "Enable SLA tracking" master toggle, then Resolution time targets with Critical / High / Medium / Low rows, each a number field plus a Minutes / Hours / Days selector and a "System default" hint. sla-targets.png

Step 3 (optional) — First-response time targets

Turn this on to track how quickly agents send their first reply, measured from ticket creation.

Priority	System default (first response)
Critical	15 minutes
High	30 minutes
Medium	4 hours
Low	24 hours

Step 4 (optional) — Assignment time targets

Turn this on if unowned tickets sitting in the queue is a problem. Assignment time is measured from creation to the first time someone is assigned — reassigning later doesn't reset it.

Priority	System default (assignment)
Critical	15 minutes
High	1 hour
Medium	4 hours
Low	8 hours

Step 5 — Save

Click Save changes at the bottom. Targets take effect immediately. To undo all customizations, click Reset to defaults to clear every field back to the system defaults, then save.

Watch the unit selector If you type "8" meaning 8 hours but the unit is on "Minutes," you'll get an 8-minute target. And if the master "Enable SLA tracking" switch is off, nothing shows up in the app no matter how carefully you set the rows.

Customizing targets is a Pro feature Free organizations keep using the system defaults shown in grey. Customizing your own targets requires Pro — during the 30-day Pro trial it's fully available.

What's next

Once your targets are set, you can refine how the clock counts time with business hours and pausing, give specific tickets their own targets with multiple policies, or get breach alerts.