## 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.

## Prerequisites

- 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.

## Step by step

**Configure an SLA policy**

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

**Create and use a template**

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

## Settings & options

- **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.

## Use cases

- 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.

## Tips, limits & best practices

- 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.

## Troubleshooting

- **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.

## See also

- [Tasks overview](/hc/ajuda/articles/tasks-overview-en)
- [Subtasks, dependencies, recurrence and reminders](/hc/ajuda/articles/tasks-subtarefas-dependencias-recorrencia-lembretes-en)
- [In-conversation task panel](/hc/ajuda/articles/tasks-painel-na-conversa-en)