Beacon
How SLA timers work
Published Jun 4, 2026
First-response and resolution clocks explained.
Every ticket gets two clocks, snapshotted from your SLA policy at the moment it's created:
- First response — how long until an agent first replies.
- Resolution — how long until the ticket is marked resolved.
When a clock passes its due time without being met, the ticket shows a red breach indicator in the queue so it's easy to spot. Tune the targets per priority under Settings, then SLA policies.
- First response — how long until an agent first replies.
- Resolution — how long until the ticket is marked resolved.
When a clock passes its due time without being met, the ticket shows a red breach indicator in the queue so it's easy to spot. Tune the targets per priority under Settings, then SLA policies.