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SLA & business hours

Configure SLA (service level agreement) and business hours for the workspace. These drive reporting and the SLA dashboard; the product may use them to show breach risk or overdue indicators.

SLA config​

  • Set response and resolution targets (e.g. first response within 24 hours, resolution within 5 days). Exact fields depend on the product; the API exposes GET .../sla and PUT .../sla for reading and updating the config.

Business hours​

  • Define when your team is “in” (e.g. Mon–Fri 9–17). Used to calculate SLA deadlines and the SLA dashboard. Stored as part of the SLA config in the API.

SLA dashboard​

  • The API provides GET .../sla/dashboard for dashboard data (e.g. current state per ticket or aggregate metrics). The UI may show a dedicated SLA or reporting view.

See API — Workspace management for the SLA and dashboard endpoints.