The SLA Event Tracker App provides a quick and easy interface that displays Service Level Agreement (SLA) data about the ticket in Zendesk Support. The app provides an agent with a quick view of a ticket's progress against any applicable SLAs. This allows users to see when SLA metrics have been applied, fulfilled, or breached.
This article contains the following topics:
Installation
- In Zendesk Support, click Admin (
), then select Apps > Marketplace. Enter "SLA Event Tracker" in the search bar at the upper right of the page. - Double-click on the SLA Event Tracker app icon, and click Install.
- In the Installation section, enter a name for the SLA Event Tracker app, enable group and role restrictions if required. These configuration options are also available after installation by navigating to Admin > Apps > Manage.
- Click Install.
Using the app
After opening a ticket that has an SLA applied, you will see information similar to the following in the ticket app sidebar, as it applies to the SLA for your specific ticket:
If the ticket doesn't have a SLA assigned, then you will see the following notification:
The app also include links to common questions and instructions on how SLAs work in Zendesk Support. The About SLA and Troubleshoot buttons take you to helpful articles within our knowledge base, and the Glossary button shows you the various terms associated with SLAs and their definitions.