Outcome: By the end of this guide, you will have a production-oriented configuration and a repeatable test checklist.
1. Create the calendar
Choose the timezone, working days, operating hours and holidays that should count toward deadlines.
2. Create ordered policies
Match department, priority and channel. More specific policies should be ordered ahead of broad defaults.
3. Set targets
Define first response, next response and resolution durations. Decide whether pending tickets pause the clock.
4. Configure escalation
Use staged notifications, automations and signed webhooks when targets approach or breach.
5. Test outside hours
Create tickets before opening, during working time and on a holiday to verify expected deadlines.
Frequently asked questions
HelpoSoft falls back to the workspace SLA settings.