SLA clocks are two numbers. They are not a Zendesk SLA policy object.
Turn them on
- Open Settings → Hours.
- Switch SLA on.
- Set first reply in minutes (1–1440) and resolve in hours (1–720).
- Save. Only owners and admins can change targets.
New conversations get due timestamps. The inbox shows:
- On time when both clocks are still fine.
- First reply soon (under five minutes) or First reply late.
- Resolve soon (under 30 minutes) or Resolve late.
Analytics reports first-reply and resolve hit rate, plus a CSV. Still-open threads that are not yet due are left out of the hit rate. Late unanswered threads count as misses. There is no custom report builder.
This is not imported from Intercom or Zendesk. You set the clocks after you switch.
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