How To Create SLA Policies

Let's go over how to create SLA Policies for both Tickets and Deals

  1. Log in to your hapily portal
  2. In the sidebar navigate to Timerman > SLA Policies

  3. In the first field select New SLA Policy then select Ticket or Deal in the second field and give your Policy a Title and Description (optional)
  4. Next, fill in the Target Times (times must be entered as minutes not hours)
    1. First Response: Time from ticket creation to first time in a paused stage.
    2. Time To Close: Time from ticket creation to close. 

  5. Hit Save in the top right corner and you're done!


Still have questions? Email us at