---
title: "Set reply deadlines (SLA)"
description: "Give every ticket a first-reply and a resolution target by priority in Settings › SLA, and see who Retily tells when a target is close or missed."
url: https://retily.com/help/reply-deadlines
language: en
last_modified: 2026-10-28
---

[Help](https://retily.com/help)

# Set reply deadlines

Each ticket gets two targets from its priority: a first reply and a resolution. Retily keeps the clock on the ticket and tells your team before and when a target slips.

Last updated October 28, 2026

## Set your targets

1. In the app, go to **Settings › SLA**.
2. For each priority, enter the **First Response (minutes)** and the **Resolution (minutes)**. Beside each resolution time you see it in hours.
3. Click **Save SLA policies**.

A new workspace starts with these, which you can change at any time:

**Urgent**

First reply in 15 minutes, resolved in 2 hours

**High**

First reply in 1 hour, resolved in 8 hours

**Medium**

First reply in 4 hours, resolved in 24 hours

**Low**

First reply in 8 hours, resolved in 48 hours

## How the clock runs

- It starts at the customer’s first message, by email, chat or contact form.
- It counts every hour, nights and weekends included.
- Each ticket has a priority. A chat that becomes a ticket gets one with its summary, a contact form uses its **Default ticket priority**, and email starts at Medium.
- Change a ticket’s priority under its title: its resolution deadline then counts again from that moment.
- The ticket list and the ticket show the time left to the resolution deadline, then “SLA overdue” once it passes.

## Who hears about it

**80% of the resolution time**

The person the ticket is assigned to gets an email.

**First reply missed**

The assignee, or the Owners and Admins when nobody has the ticket.

**Resolution missed**

The assignee and the Owners and Admins. An internal note on the ticket says so. The ticket stays with whoever has it.

### Paused while it isn’t your turn

No warning or missed-target email goes out while a ticket is Waiting, On hold or Closed.

## Related

- [Invite your team](https://retily.com/help/invite-team)
- [How the AI hands chats to your team](https://retily.com/help/ai-handoff)
- [Connect your support email](https://retily.com/help/connect-email)
- [All features](https://retily.com/features)
- [Plans and pricing](https://retily.com/pricing)

## Still stuck?

Write to support@retily.com with your support email address and what you tried. Or see [all help pages](https://retily.com/help).