Viewing and understanding SLA targets (Professional and Enterprise) Follow

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A service level agreement (SLA) is a contract between you and your customers that specifies performance measures for support by ticket priority. You can see use SLA information, visible in views and tickets, to prioritize the tickets you address. SLAs are available on Professional and Enterprise.

Understanding SLA target statuses

Similar to ticket statuses, SLA targets have different statuses on a ticket.
  • Active: An active SLA target is one whose metric has not yet been completed. For example, if the metric is "First Reply Time" and there has been no first public reply on a ticket, the "First Reply Time" target is still active on that ticket.
  • Paused: A paused SLA target is one whose metric has not yet been completed, but we’ve temporarily paused the clock. A target can get into this state if its metric definition excludes certain statuses, like Requester Wait Time. When a ticket is put into pending, the Requester Wait Time target will be paused.
  • Closed: A closed SLA target is one whose metric has been completed. For example, a ticket that’s already received a public reply will have a closed target for the “First Reply Time” metric.
  • Active (breached), Paused (breached), and Closed (breached): There are also breached variants of each of these three states. Any given SLA target can be both active and breached, or paused and breached, or closed and breached. This just means that in addition to the definition above, the metric has surpassed the target time assigned to that ticket.

Seeing SLA statuses in views

You can view SLA target status in the Next SLA Breach view column.

If a ticket does not have an SLA policy applied or if all of the targets on that ticket are closed, the Next SLA breach value will be blank for that ticket.

If at least one target on the ticket is active, the calendar time remaining before that target is breached appears. Once the target has been breached, a negative time value, like -15m or 4h, appears in red.

If the next target is paused, a pause icon will appear in the Next SLA breach column. For targets that haven't been breached yet, a green pause icon appears. For targets that have already been breached, the pause icon appears in red.

If your view contains the Next SLA breach column, SLA information will appear in the ticket preview when you hover over the ticket in the view. This information won't appear if your view doesn't contain the Next SLA breach column.

Seeing SLA statuses in tickets

Once you start using SLAs, SLA information will automatically start appearing on any ticket where an SLA policy has been applied. The next action that needs to be taken by the agent will appear in the top-right corner of each ticket along with the amount of calendar time that is left before the target will breach. This should appear nearly identical to the formatting in views, with the exception of indicating the next action to be taken.

To view more information about the SLA target

Hover over the SLA badge in the top-right corner to see other active SLA targets for the ticket and the exact date and time when the target will be breached.

Viewing which SLA policies have been applied to a ticket

You can see which SLA policy and corresponding targets have been applied to a given ticket by clicking Show all events on a ticket.

Each time a policy or target is applied, removed, or changed, an event will appear.

Have more questions? Submit a request


  • 0

    I love the look of the dashboard. We've just started using the SLA options and I like them so much that we're tweaking processes to make them fit.
    We're trying to decide whether to start using the Next Reply Time option. Is it possible to report out Next Reply Time at the moment? Would be great to see how long it's currently taking us to get an idea. Also, it was mentioned above the possibility of Next Reply Time SLA pausing on change to Pending, will this be happening?
    Related to this, is there currently a way to report out Agent Wait Time? This metric is perfect for our helpdesk to target, but I couldn't work out a way to combine metrics in Insights to get it.
    Thank you for the great feature.

  • 0

    Hi Ola,

    There's no specific Agent Work Time metric in Insights right now. However, you could create a custom metric using a combination of requester wait time and hold time. Basically you'd take Requester Wait Time and subtract Hold Time to get the equivalent of Agent Work Time. Hope this helps!

    We're still testing and fixing some bugs on the SLAs integration to Insights, but I'll let you all know as soon as it's available.


  • 0

    @Erin about the reports you guys are building for Insights...

    Unsure if this has already been explained somewhere, but, during a ticket's lifetime, there may be multiple SLA fulfillments and breaches. E.g. a ticket could have cleared the First Reply metric, then cleared the Next Reply metric 3 times out of 4 (so it breached at one time). Or the ticket may have breached the First Reply metric, and breached 4 of 4 for Next Reply time. Which would indicate a considerable worse customer experience!

    I'm wondering how/if we will be able to report on this? I.e, will we be able to measure SLA compliance as how it relates to the amount of times a ticket metric was applied, like a %compliance, or/and would a report metric be used that considers any SLA breach for a metric as if the entire ticket breached that SLA metric?

    Never breaching SLA for a metric like Next Reply time could pretty hard for longer/reopened tickets, and if we can only consider tickets which have never breached SLA in reporting, we wouldn't be able to separate pretty good SLA compliance (say 3 out of 4 Next Reply) from pretty bad (0 out of 0).

  • 0

    Hi Joel,

    Yep, this is one of the things we were very cognizant of when designing the new metrics. We'll count each instance of Next Reply separately, which means when you look at the % Achievement of the Next Reply metric for your account, it will essentially take the # times an instance of Next Reply achieved its target across all tickets and divide it by the # of instances we measured of Next Reply.

    Hope this helps!

  • 0

    Just what I was hoping for. Nice :)

  • 0

    Hi all,

    We've started rolling out SLA metrics (and a dashboard) to Insights - you should be reporting by the end of today! See my announcement for more information:

    Thanks for your patience on this one.


  • 0

    I am testing SLAs in our Sandbox, and I can see the policy applied in the ticket by clicking on the 'Show All Events'.  But I cannot see the green box in the top right of the ticket, nor can I see any values in the 'next SLA breach' column in my views. Can you give me any suggestions?



  • 0

    Hi Bonnie,

    1. Make sure you have a priority set on the ticket—that's probably the most common issue we see.
    2. If you've set up only first reply time and/or next reply time, you also need to make sure an end-user has made a comment on the ticket in order for those metrics to run. This is probably the second-most common issue we see.

    Hope this helps! If things are still looking off, we can create a ticket for you to look further.


  • 0

    Thanks Erin,

    It was Item 2. 

    Is there a way to have the metrics run without needing the customer to make a comment?  Would I need to setup the first reply time PLUS one of the resolution metrics?  I am looking specifically to see the 'next SLA breach' time - show how long before the first reply time metric is reached. 



  • 0

    Hi Bonnie,

    If you're just looking to have a metric appear, and don't really care what metric it is, then one of the resolution metrics would certainly do that for you. The reason the reply metrics don't show up is that if an agent creates a ticket on the customer's behalf, that is by definition already a first reply. When a ticket is created by an agent, the first reply metric is automatically fulfilled. Even if you set up a resolution metric, you still won't see a first reply timer unless an end-user created the ticket.

    I typically create a dummy end user with my personal email address and send in tickets that way to test. You can get the full experience that way.


  • 0

    We also need a way of manually pausing the 'Next Reply' SLA metric as we get emails from a 3rd party with a local helpdesk reference number which doesn't need a reply, however it sets off the next reply metric again.

    A way to flip the status from Open to Pending and pause the SLA without needing to supply a public comment is needed..

    Is there a workaround ???

  • 0

    Hi there,


    The following work around is a suggestion for communications with 3rd party collaborators to avoid setting of the SLA. The original request here is a way to manually pause the SLA which I am not aware if it possible at all.


    Follow these steps if you like some of the public comments not to set of the SLA.


    1. Create a trigger with the following conditions. Meets all of the following conditions > Ticket: Comment text > Contains the following string > (***string of comments agreed with 3rd party***). / Ticket is > Updated.

    Perform these actions: > Add tags > (tag that you would like for reference).

    *** For this work around to work it is necessary that you agree with the 3rd party collaborator a specific string of comments. Placing a under score instead of space would be optimal. I.e. "REFERENCE_ID:" ***

    2. Create a trigger with the following conditions. Meets all of the following conditions > Ticket: comment text > Does not contain the following string > (use the same string from the past trigger). / Ticket is > Updated

    Perform these actions: > Remove tags > (same tag from the last trigger).

    3. Create a trigger with the following conditions. Ticket is > Updated. / Ticket tags > Contains at least one of the following tags > (same tag used on numbers 1 and 2). 

    Perform these actions: > Ticket status > Pending

    4. Now we have to edit you current SLA which you don't want to set of every time the 3rd party collaborator responds to.

    Just add the following conditions to it. Apply this policy to tickets that meet ALL of these conditions > Tags > Contains none of the following > (tag used on triggers 1, 2 and 3).


    If all has been properly set every time your 3rd party collaborator responds to a ticket following the instructions (specific string of words) the trigger will fire and a tag that sets the ticket status to pending will be placed. Once the ticket is on pending status the SLA countdown will not start. Make sure to use a specific string of words that the customer would not use. 


    Hope this work around helps you to improve your work flow.

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