Task SLA and templates

Overview

Two features raise the maturity of your Tasks operation:

SLA (Service Level Agreement): defines time targets for tasks — for example, a maximum time to first action and a maximum time to completion. The system tracks each task and shows the SLA status (active, at risk, met or breached) through a badge.
Templates: reusable blueprints that prefill task creation (title, description, priority, list, labels, attributes and even subtasks). They standardize repetitive processes and save time.

The Tasks module enabled for the account.
An administrator role to create and manage SLA policies and templates.
Lists and priorities already in use, if you want to target SLA by list or by priority.

Configure an SLA policy

Go to the SLA area inside the Tasks settings.
Give the policy a name and set the targets in minutes: time to first action and/or time to completion.
Optionally target the policy by priority and/or by list (left blank = applies to any).
Activate the policy. From then on, matching tasks are monitored and show the SLA badge.

Create and use a template

Go to the Tasks Templates area.
Create a blueprint with the fields you want to prefill (title, description, priority, list, labels, attributes, subtasks).
When creating a new task, pick the template to seed the form; adjust whatever you need and save.

SLA bases: targets are in minutes and can combine first action and completion.
SLA targeting: by priority and/or by list; leaving it blank applies to all.
SLA status: the badge reflects the worst state among the applied policies (breached is the most critical).
Templates: nothing is saved as a task until you submit the form — the template only preloads the fields.
Activate/deactivate: both policies and templates can be active or inactive.

Ensure every support request gets a first action within X minutes.
Set a faster completion target for urgent priority tasks.
Standardize customer onboarding with a template that already brings subtasks and labels.
Speed up routine tasks (ticket opening, quality checklist) with ready-made blueprints.

Start with one or two simple SLA policies and adjust based on compliance data.
Target more aggressive SLAs at high priorities, not at every task.
Keep a small set of well-named templates — too many confuse more than they help.
Review templates periodically so they reflect the current process.

The task shows no SLA badge: check that an active policy matches the task's priority/list.
SLA shows "at risk/breached" unexpectedly: review the targets in minutes — they may be too short.
I can't create an SLA/template: those areas require an administrator role.