> For the complete documentation index, see [llms.txt](https://docs.wrangle.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.wrangle.io/tickets/setting-up-your-inbox/ticket-slas.md).

# Ticket SLAs

SLAs can be as short as 15 minutes or as long as 10 working days (two weeks). Time spent outside of workspace-level [working hours](/account-administration/working-hours.md) will not count against your SLAs, nor will time spent in the `On Hold` status.

<figure><img src="/files/S7PfRFlPQ3Lzxssm9qiQ" alt=""><figcaption></figcaption></figure>

Once an SLA has been breached, Wrangle will at-mention your inbox agents and inbox admins in the ticket thread.&#x20;

<figure><img src="/files/1FBfm2JaLNC7y1RsXtPU" alt=""><figcaption></figcaption></figure>

***

### Use Automations to ensure SLA accuracy

Sometimes agents may forget to place a ticket On Hold or update the status of a ticket.  With the [Waiting for Reply automation](/tickets/setting-up-your-inbox/ticket-lifecycle/ticket-statuses.md#waiting-for-reply-automation), a ticket's status will automatically be updated to "Waiting for Reply" every time the assigned agent posts a message in the ticket thread, and will automatically go back to "In Progress" when the requester replies. &#x20;

***

### Who receives SLA pings?

By default, both **Agents** and **Inbox Admins** in an inbox receive SLA reminder notifications when tickets are late.

* If a ticket is **assigned**, only the assigned agent(s) receive pings.
* If a ticket is **unassigned**, Wrangle pings all Agents and Admins in the inbox (by default).

### Excluding admins from SLA reminders

A toggle in Inbox Settings → Ticket SLAs controls this:

<figure><img src="/files/NUOodzs4KHjdiKP6rbLe" alt="" width="563"><figcaption></figcaption></figure>

**"Include inbox admins in SLA reminders"**

* **On (default):** Both Agents and Admins receive SLA pings for unassigned late tickets.
* **Off:** Only Agents receive SLA pings. Inbox Admins are excluded from SLA notifications entirely.

{% hint style="info" %}
**What about account admins?** Account (workspace-level) admins have access to all non-confidential inboxes but are not inbox members. Because they are not added as inbox members, they never receive SLA pings — regardless of inbox SLA settings.
{% endhint %}


---

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