SLA targets

The SLA tab sets the service-level targets Zubby AI uses to give support tickets a due time. Each new ticket gets a first-response and a resolution deadline from these targets, and the inbox Tickets view shows the time left or a breach. Find it under Settings → Behavior → SLA, or go to /app/<storeId>/settings/sla. The card is titled Service-level targets.

Targets flag, they don't block

SLA targets are about visibility. When a ticket passes a due time it is marked as breached in the Tickets view so your team can react - nothing is auto-closed or rejected because of an SLA breach.

The two targets

First response (minutes) - how long a shopper may wait for the first human reply before the ticket is marked as breached. Enter a whole number of minutes (the placeholder suggests 30).
Resolution (minutes) - how long the ticket may stay open before it’s marked as breached. The placeholder suggests 1440 - that’s 24 hours.

Blank disables a target

Leaving a field empty turns that target off. The page says it directly: “Leave a field blank to disable that target.” So you can enforce only first-response time, only resolution time, both, or neither.

Targets count round-the-clock minutes

Both targets count calendar minutes from the moment a ticket is created, including nights, weekends, and holidays. There is no business-hours option: a ticket opened at 11pm with a 60-minute first-response target is due at midnight. If your team keeps standard support hours, set the numbers with your overnight gap in mind (for example a first-response target that covers a night).

Saving

Set your numbers, then click Save SLA targets. A confirmation appears on success. A ticket’s due times are fixed when it is created, so new targets apply to tickets created after you save; existing tickets keep their original deadlines.

Set targets in four steps

Check your current response times in the inbox Tickets view first - targets should reflect reality, not aspiration.
Enter a first response number your team can actually staff; this is the target shoppers feel most.
Set resolution looser (e.g. 1440 for 24 hours) so it catches genuinely stuck threads rather than everything.
Allow for nights and weekends (the clock never pauses), then click Save SLA targets and watch the Tickets view to see how often you breach.

How targets show up

In the inbox Tickets view, each open ticket shows the time left until its response or resolution deadline, or a breached label once a deadline has passed, so agents can prioritize. See Conversations inbox. SLA results are not included in the weekly digest.

Choosing realistic targets

Start from what you can actually staff. A 15-minute first-response target you miss constantly is less useful than a 60-minute one you hit.
Remember the AI handles many conversations end-to-end. SLA pressure mostly applies to threads that reach a human via handoff.
Revisit the numbers after a few weeks of tickets and tighten them as your coverage improves.

SLA flags appear in the inbox, where canned replies help agents respond fast. Configure when conversations reach a human under Human handoff.

Example: a ticket opened overnight

With a 60-minute first-response target, a ticket created at 23:30 is due at 00:30, even if your team is offline. Choose a target that reflects staffed coverage. These are your team’s operational targets; they are not a response-time commitment from Zubby support. Saving a new target does not rewrite existing ticket deadlines.