SLA Tracking

Monitor SLA performance in real-time and identify at-risk tickets.

SLA Status Indicators

Color Coding

Time Display

Tickets show remaining time:

• "2h 30m" = 2 hours, 30 minutes until deadline
• "Breached by 45m" = 45 minutes past deadline

Viewing SLA Status

In the Inbox

SLA badges appear on each ticket card showing:

• First Response status
• Resolution status
• Time remaining

In Ticket View

Ticket details panel shows:

• Full SLA timeline
• Each target with status
• Pause history
• Time spent in each status

SLA Dashboard

Dedicated view showing:

• All tickets by SLA status
• Breach count
• Warning count
• Achievement rate

SLA Views

Pre-Built Views

Breached Tickets Shows all tickets past their SLA deadline.

At Risk Shows tickets in warning status (approaching deadline).

Meeting SLA Shows tickets currently within SLA targets.

Create Custom SLA View

1. Create new saved view
2. Add filter: SLA Status
3. Select: Breached, Warning, or On Track
4. Save

SLA Timeline

Viewing the Timeline

In ticket details, click SLA Timeline to see:

Ticket #1234 SLA History

10:00 AM - Created (SLA started)
           Policy: Standard Support
           First Response Due: 2:00 PM

10:15 AM - Status → Pending
           SLA paused (waiting on customer)

11:30 AM - Customer replied
           SLA resumed

12:00 PM - Agent replied ✓
           First Response Met (2h before deadline)

12:30 PM - Status → Pending
           Resolution SLA paused

2:00 PM  - Customer replied
           Resolution SLA resumed

3:00 PM  - Resolved ✓
           Resolution Met (5h before deadline)

Understanding Pauses

The timeline shows exactly when and why SLA paused:

• Status changes
• Out of business hours
• Manual pauses

SLA Metrics

First Response Achievement

Tickets with first response within SLA / Total tickets

Target: 95%+ achievement rate

Resolution Achievement

Tickets resolved within SLA / Total tickets

Target: 90%+ achievement rate

Average Time to First Response

Sum of first response times / Number of tickets

Shows actual performance vs. SLA targets.

Breach Rate

Breached tickets / Total tickets

Target: Below 5%

Reports

SLA Performance Report

Shows:

• Achievement rates by policy
• Achievement rates by agent
• Achievement rates by priority
• Trend over time

Breach Analysis

Shows:

• Most common breach reasons
• Tickets that breach most often
• Time of day breaches occur

Agent Performance

Shows per-agent:

• SLA achievement rate
• Average response time
• Breach count

Filtering by SLA

Available Filters

Example Searches

Find breached urgent tickets:

status:open priority:urgent sla:breached

Find tickets at risk:

status:open sla:warning

Real-Time Updates

SLA timers update live:

• No need to refresh
• Color changes automatically as deadlines approach
• Notifications trigger at warning/breach thresholds

Bulk SLA Actions

Recalculate SLA

When policies change:

1. Select tickets
2. Actions → Recalculate SLA
3. New policy targets apply

Export SLA Data

Export tickets with SLA data:

1. Create view with desired tickets
2. Export → CSV
3. Includes SLA status, times, breach data

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