|Announced on||Rollout starts||Rollout ends|
|April 7, 2022||April 18, 2022||April 25, 2022|
Service Level Agreements (SLAs) allow you to set targets for reply and solve times on tickets. When looking at a ticket or a view, a badge is shown in either green or red to indicate whether time remains on the SLA or not.
What’s changing and why?
To make it easier to identify SLAs that are about to breach, we’re introducing a new color for the SLA timer badge. When there are 15 minutes or less remaining, the badge will now change from green to amber. After 15 minutes have expired, the badge will change to red, as usual.
We have also updated the three badge colors to adhere to accessibility best practices, meaning their color values have changed slightly.
Is there anything I need to do?
No action is required. This change will roll out to all Zendesk users starting on April 18, 2022.
This change will be visible when using Zendesk on the web, but will not be available yet from the Zendesk mobile apps for iOS and Android.
For more information, see Viewing and understanding SLA targets.