🎯 SLA Policies: Now with Tags & Ticket Field Filtering
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What's New
SLA policies can now be configured using tags and ticket field values. This gives you granular control over which SLA applies to which tickets.
Previously, you could only say "email tickets get a 4-hour FRT." Now you can say "email tickets tagged vip get 1 hour FRT, all other email tickets get 4 hours." When a ticket is created, Gorgias evaluates your policies top-to-bottom and assigns the first one where all conditions match.
If a ticket's tags or custom fields change before an agent replies, the SLA policy is automatically re-evaluated.
Who This Applies To
All accounts with SLA policies. The new filtering options will appear in your SLA policy editor. Your existing channel-based policies continue to work exactly as before.
Why It Matters
Granular control — set different targets by priority level, market, customer tier, or any tag/field combination.
No workarounds needed — create policies like "VIP customers get 1-hour FRT" or "French market tickets get 24h resolution" without hacking around channel limits.
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