Question
I created SLA policies for my tickets, but I don't see an SLA badge or my SLA target. What is going wrong?
Answer
An array of different causes could cause an SLA badge not to appear. See some examples of the most common reasons below :
- The ticket does not have a priority set. SLAs are based on ticket priority and require that a priority is set to know what time to use for the countdown.
- Many SLA targets do not work on tickets where the agent is the requester.
- The ticket does not have an active target applied.
- The ticket response is private comments, private comments do not activate reply targets.
- The SLA target was met before the SLA policy was applied, so the SLA target does not appear.
Note: SLAs don't apply to tickets that are solved upon creation. The solved status satisfies SLAs and will prevent policies from activating. For live chat, admins can also set up First and Next reply time SLAs.
For more information, see the article: Viewing and understanding SLA targets.
5 comments
Oliver Jackson
Are there any other potential reasons? The lack of SLA badges in New tickets in our case is endemic, and yet these tickets do not have an agent as a requester, and a trigger has set the priority to normal.
Despite this, 50% of tickets do not receive an SLA badge.
2
Cheeny Aban
Hi Oliver,
If the SLA is still not showing on your tickets, you may contact our Customer Support to take a deeper look.
0
Elina
Hello:) Is there any trigger we can set for tickets with private comments to show an SLA badge? We sometimes get Follow-Up Tickets from customers answering to already closed tickets. We receive these tickets as private comments. When I look at the events of the ticket, I can see that the ticket was assigned a priority, however the SLA Badge is not showing, resulting in the ticket not beeing answered in time. Thank you very much for your help!
0
Amie Brennan
hey Zendesk Team This article should be updated now in light of the advanced SLA settings available.
https://support.zendesk.com/hc/en-us/articles/7411959450778-Announcing-advanced-SLA-configuration-settings
0
Gabriel Manlapig
SLA first reply time is calculated based on the public comment from the user / requester. If a ticket is created with a private comment, the SLA first reply time target will not start until the ticket gets a first public comment from an end user.
For reference, please see this article: Zendesk SLAs and first reply time
Just a quick note: there are instances when an end user responds to a closed ticket and wasn't part of the original conversation. In such cases, the follow-up ticket will receive a private comment instead of public comment, which means the SLA won't apply. To answer your question, I'm afraid this is an expected behavior and we don't have a trigger to fire the SLA badge to run.
Thank you!
0