Enable SLA in the settings in the Integration section:
There are three metrics available: first response time, next response time, and time to completion. You can use three SLA metrics at once, or you can just use one. If you do not provide 24/7 support, enable metrics according to the company's working hours.
Now we configure the rules. There are several options: for example, you can define the query category by keywords, or an employee can add the desired tag to the query themselves.
If the support team employee needs additional information from the client to solve the problem, you can use the Pending status — all SLA metrics are suspended for the request in this status, and if the client reopens it, they are counted again, starting from the client's last comment.
Configuration option when adding a tag manually
Configuration option with recognition of key phrases in the query
Now the request will display the time during which the employee needs to give a response and solve the client's problem.
Guarantee customers quick problem resolution with a service level agreement