YakDesk Docs

How to add an SLA policy in YakDesk

Growth and AgencyOwners and admins

If you promise customers an answer within an hour, you need to know which tickets are about to miss it. An SLA policy sets first-response and resolution targets for a queue, counts only business hours, and alerts you before a ticket breaches.

Before you start

  • A Growth or Agency plan (tickets are included)
  • An Owner or Admin role in YakDesk

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Transcript

Set response and resolution targets, so tickets are answered on time.

In Tickets, open Settings and scroll to SLA policies. Name the policy and choose the queue it covers, such as Billing.

Enter the targets in minutes: a first response within 60, and a resolution within 480.

Choose a business calendar, so the clock only runs in working hours. Tick escalate on breach to raise the priority of late tickets.

Select Add policy. The policy is listed with its targets.

Steps

  1. Name it and pick a queue ▶ 0:06

    In Tickets, select Settings. Under SLA policies, enter a Name and choose a queue in Queue (any). Leave it on Any to cover every ticket.

    SLA policy form with the name Billing hours and the Billing queue

  2. Set the targets ▶ 0:15

    Enter First response (min) and Resolution (min).

    First response set to 60 and resolution set to 480 minutes

  3. Choose the hours ▶ 0:21

    For Calendar, choose a business calendar, or 24×7. Optional: select escalate on breach to raise the priority of tickets that miss a target.

    Calendar set to Denver business hours with escalate on breach selected

  4. Add the policy ▶ 0:31

    Select Add policy. The policy appears in the list with its targets.

    SLA policies list showing Billing hours with FR 60m, RES 480m and escalates
ResultThe policy is listed under SLA policies with its targets, and new tickets in the queue show their SLA clock.

Next steps

Updated 2026-11-09