Settings/
SLA
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Settings
Users and roles, chat widgets, ticket forms, AI providers, the closure lifecycle and the audit trail.
The most specific matching policy wins: category beats priority and tier, which beat channel. With a calendar, targets count open time only. Pending pauses the resolution clock. Deadlines are set when a ticket is created; editing a policy affects new tickets.
Policies
0| Policy | Applies to | First response | Resolution | Hours | Reminders | Escalate to |
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Business hours
0| Calendar | Timezone | Open | Holidays | Used by |
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