Set internal targets for groups (OLA)

A group SLA, also called an OLA (operational level agreement), is an internal target for a team: how long a group may hold a ticket before it passes it on or solves it. Customers never see it.

For example: “Tier 2 holds Urgent tickets for at most 4 hours”.

Create a policy

1. Open the Group SLAs page in the Admin Center and choose New policy.
2. Enter a Title and an optional description.
3. Under Applies to tickets that match, add conditions. They are checked when a group gets the ticket, for example “Group is Tier 2”.
4. Under Group ownership time, enter the time per priority, such as 30m, 4h or 1d. Leave a priority empty for no target.
5. Turn on Count business hours only to use the ticket’s schedule, or the default schedule.
6. Choose Save policy.

The first matching policy applies. Order them with Move up and Move down.

On the ticket

The Group SLA card shows the target and its state: On track, Met or Breached, with the due time. The measurement ends when the ticket moves to another group (Ended: moved to another group) or is solved.

Report

The policy page shows the Last 30 days per group: Achieved (the share that ended within target), Within target, Breached, Open now, the Median time and the 90th percentile. Open instances past their target count as breached.

If you delete a policy, measurements already taken stay.

Related

• SLA policies
• Create groups