NW
May 17, 2026 · 9:55 AM
We have three customer tiers. Each one has a different SLA. Right now I can only set one global SLA. Is there a way to set per-tier?
Product feedback✓ Solved
SLA rules should support multiple customer tiers
197 views · 2 replies
PM
Priya M.Engineer
May 17, 10:12 AM
Yes. Settings > Tickets > SLA > New rule. Condition: customer tag (vip / pro / standard). Each rule can set different first-response and resolution targets.
NW
May 17, 10:48 AM
Found it. Buried but it works.
Want to reply or start your own thread?
Free to join. We seed every new account with a 14-day Business trial.