How do I set SLA policies in Kora? Targets per priority
Updated Oct 21, 2026
Go to Settings → SLA and create a policy. For each priority (Low through Critical) set two targets in minutes: first response and resolution. You can scope a policy to a single category (a Payments policy can be stricter than the default) — the most specific active policy applies, with first-match-wins resolution. Publishing with "apply to open tickets" stamps clocks on existing tickets that don't already have a more specific policy.
What happens when a clock runs out
An hourly sweep flags the breach once per clock — the assignee and workspace owners get an email, an activity entry is written, and the ticket.sla_breach webhook fires.
Automation rules can trigger on the breach — escalate priority, reassign, or notify.
The dashboard shows first-response and resolution compliance (settled clocks only) plus a live breached list.
An example policy
A common setup is a 30-minute first response and a 4-hour resolution for Critical tickets, with looser targets for High, Medium and Low. A Payments category policy can be stricter than your default policy, because the most specific active policy applies.
Common questions
Is SLA tracking free?
Yes. SLA policies, business hours and breach alerts are free on every workspace and add no per-seat fee.
Which policy applies to a ticket?
The most specific active policy: a category policy beats the default, with first-match-wins resolution.
Do existing tickets get clocks?
Publish with "apply to open tickets" to stamp clocks on existing tickets that do not already have a more specific policy.