Creating and Managing SLAs
A Service Level Agreement policy sets response and resolution targets for your support team, and gives admins visibility when tickets fall outside them.
On this page:
Plan limits
| Plan | What’s available |
|---|---|
| Plus | Default SLA only. No additional SLAs, and no reminders or escalations. |
| Professional and Enterprise | Default SLA plus unlimited additional SLAs. Reminders and escalations available on all created SLAs. |
How SLAs work
An SLA is an agreed timeframe for responding to and resolving tickets. The policy applied to a ticket is recorded on its Details tab, along with how much time remains before the next action is due. Once a ticket is Solved or Closed it no longer shows an SLA policy. For how the countdown behaves across ticket statuses, including pausing On Hold, see Creating and Managing Tickets.
Creating an SLA policy
- Go to System Settings > Automation > SLA Policies and click Add SLA Policy.
- Enter the policy details. The name must be unique.
- Click Add Filter Row to define criteria, which determine which tickets the policy applies to. For example, filter on a specific contact so all their tickets get the same policy.
- Set your targets, then save.
Policy order matters
⚠️ The first matching policy wins. Put your most restrictive policies at the top of the list so they’re applied before any looser ones.
SLAs apply in the order they appear in System Settings. Admins on Professional and Enterprise can reorder them, with the exception of the Default SLA, which always sits at the bottom.
Whenever an SLA is updated or reordered, Insightly re-evaluates which policy applies to each ticket. If a ticket no longer meets the criteria of its assigned SLA, that policy is removed and the ticket is reassigned to whichever policy now matches.
Reminders and escalations
Both are available on Professional and Enterprise plans, and both send email using templates you can edit under System Settings > User Interface > Email Templates.
Reminder actions
Reminders notify agents (and optionally their managers) to act before an SLA is breached. From System Settings > Automation > SLA Policies, open the policy, find SLA Policy Reminder Actions, choose Send an Email from the Actions dropdown, then set when the reminder should fire using the When and Before dropdowns.
Escalation actions
Escalations fire after an SLA has been breached. Open the policy the same way, then enable the Escalation checkbox, which is required for an escalation to apply. When adding one, Service will tell you which SLA priorities the escalation won’t apply to, based on the policy’s SLA Policy Targets.
In the SLA Policy Escalation Actions section, click the Actions dropdown and choose Send an Email or Add New Webhook.
For an email action: set when it should trigger with the When dropdown, choose the target field with the Before dropdown, and enter who receives it under Send Reminder Email To (multiple recipients are allowed). Click Save Email.
For a webhook action: set when it should trigger with the When dropdown, choose the target field with the After dropdown, then enter a Webhook Name and Webhook Endpoint, check Active, and select a value from Invocation Payload. Click Save Webhook.