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Why aren't my SLAs being applied the same way to all my tickets?

We're actively rewriting our user guide, so check back for improved coverage.

If you have set up an SLA but it's not being applied to tickets the way you'd expect, there may be a conflicting SLA that's causing this behavior. In addition to creating team-wide SLAs, you can also define SLAs for specific users or organizations that will override the regular SLA rules. Any criteria and escalations defined for a particular user or organization will take precedence over the criteria in the general SLAs.

You can manage a user or organization's SLA override from the bottom of their 'Profile' tab in the staff control panel: 

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  1. Kelly O'Brien

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