// workflow_sla
Workflow & SLA
Set response targets per priority and let tickets route themselves to the least-loaded agent.
SLA targets by priority
Counters start at ticket creation. Breaches surface as red badges in the inbox.
Only managers and above can edit SLA policies.
Automatic assignment
When on, every new inbound ticket is handed to the agent with the fewest open tickets (round-robin by load). Turn off to keep tickets unassigned until someone claims them.
Off
Tickets stay unassigned.
Only admins and above can change assignment.