I created an SLA policy for the Next reply time but the badge doesn't appear on my tickets. Why is that happening?
There are different reasons why an SLA badge might not appear on a ticket. For general troubleshooting of SLAs, see the article: How can I troubleshoot common SLA issues?
However, for the Next reply time metric in particular, the SLA is only applied to the ticket when the last public update is made by the requester of the ticket. If the last public reply was done by an agent, the badge doesn't show up.
For your reference, the Next reply time is the time between the oldest, unanswered customer comment and the next public comment from an agent, displayed in minutes.