brillientaKnowledge base

Knowledge base / Helpdesk / Administration

Priorities, SLA & business hours

  • Admins
  • All plans · holidays: Pro
1 min read · Helpdesk 1.0.0

Each priority has a first-response and a resolution target in business minutes. Time counts only inside business hours in the helpdesk time zone, skipping evenings, weekends and holidays — DST-safe. The clock pauses while a ticket waits for the customer.

Priorities and SLA targets
Priorities. Response and resolution targets per priority.
Business hours and holidays
Hours & holidays. Working days, hours, one-off and yearly holidays.

How it works

  • At 75% agents get a warning; at 90% the ticket escalates to team leads; at 100% it is marked breached. Resolved tickets auto-close after a set number of days.
  • SLA checks run in any agent's open browser every 5 minutes; escalation levels prevent duplicate alerts.
This article is about Brillienta Helpdesk.See the productView plansBook a demo
Still need help?Our team answers product questions by email, and we can walk you through it on a call.
Open in the full guideContact support