Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
Advanced settings add extra moments at which an SLA target starts and counts as met. They do not change which ticket statuses pause the clock, which is a different setting entirely.
Set them
- In Admin Center, click Objects and rules in the sidebar, then select Business rules > Service level agreements.
- Define a new policy or edit an existing one.
- Click Advanced settings.
- Tick the settings you want to apply to the policy.
- Click Add, then Save policy.
They exist for three metrics only: First reply time, Next reply time and Periodic update.
What they change
Each metric has a standard set of events that start it and a standard event that fulfils it. Advanced settings let you add more, and the ones that matter are about internal notes and about who the requester is.
| First reply time, extra starts | When any ticket is created for an end user with a public comment; with an internal note; when a light agent forwards an email from an end user; when an agent creates a ticket with themselves as the requester |
| First reply time, extra fulfilment | When an agent or light agent adds an internal note |
| Next reply time, extra starts | When an end user's reply arrives as an internal note; when an agent is the requester and comments; when a light agent requester adds an internal note |
| Next reply time, extra fulfilment | When an agent who is not the requester adds an internal note |
| Periodic update, extra start | When an agent adds an internal note |
The pattern is one thing: whether internal notes count. On a desk where colleagues raise tickets for each other and answer in internal notes, the standard settings measure almost nothing, because nothing is ever a public comment.
Pausing is not here
There is no advanced setting that pauses a target on a status. Reply targets and periodic update do not pause at all, and total resolution time only stops when the ticket is solved. Which statuses count is decided by the target you choose, not by this screen: Agent work time excludes both Pending and On-hold, Requester wait time and Pausable update exclude Pending.
If a ticket parked with a supplier is breaching, that is a target choice, not a setting to switch on here.
Do it deliberately
Per policy, and write down why. A configuration where three metrics activate on different events is impossible to explain to anyone six months later, including yourself.
Whatever you configure, say it out loud to the team. Agents manage to the clock they see. If internal notes now stop the clock, they should know, because that changes how they use them.
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