BASICS
Name the SLA
Give it a clear title and a one-line purpose — both appear in the register and the submission.
WHEN
When should the SLA execute?
Same options as Desk’s “When” panel. Ticket Update and Field Update are mutually exclusive.
TARGETS
Targets — criteria, response & resolution
Desk evaluates targets top-down and applies the first match — order matters. Each target: who it catches (criteria), how fast we respond and resolve, and what happens if we miss (escalations, up to 4 levels).
SAVE
Save this SLA to the plan
Saved SLAs appear in the register below. Edit any of them from the table, then submit the whole plan when you’re done.
SLA register — Customer Care
# is the build order for Desk (first match wins): specific SLAs above general ones, catch-all last. Reorder with ↑↓. The register is shared — every change syncs to GitHub automatically.
| # | SLA | When | Targets — criteria | Respond | Resolve | Escalations |
|---|
| Field | Type | Operators | Picklist values |
|---|