Setting SLAs
Set first-response and resolution targets per category and see when a ticket breaches them.
Updated 15 October 2026
What you’ll do: decide how fast each kind of ticket gets an answer and a fix.
Who can do this: desk admins.
Steps
- In Dexta Desk, open Categories & SLA under Administration.
- Click Add category (or edit one). Set the First response and Resolution targets.
- Open Desks and choose each desk’s SLA clock: round the clock, or business hours only.
- The Priority response matrix sets targets by urgency. A system administrator edits it.
Good to know
- Each ticket’s Details show when its SLA is due, or an SLA breached badge. The queue marks breached tickets too.
- When a ticket passes its resolution target, the person it’s assigned to and the desk admin get a notification.