Understanding SLA Tracking

SLA tracking helps your team stay on top of response and resolution commitments to your customers.

Jump to... 

• What's tracked 
• Reading the SLA indicator 
• Setting your targets 
• Where to go next 

Tickets tracks two timers against targets your admin sets:

• Response time: How long it takes from ticket creation to your first reply

• Resolution time: How long it takes from ticket creation to the ticket being resolved

Each ticket shows a color-coded SLA status icon:

This indicator appears both in your Ticket list and inside the ticket itself, so you can spot at-risk tickets at a glance without doing any calculations yourself.

Next to each indicator, you'll see when it's due. Once it's overdue, it will show you how long it has been overdue.

If the Ticket moves into "Waiting on Customer" status, the SLA pauses.

Note: SLA targets apply workspace-wide. 

SLA thresholds are configured by your workspace admin. See Admin Settings for Tickets to set your response and resolution time targets.

• Creating and Managing Tickets

• Admin Settings for Tickets

Tickets is available as a paid add-on module. To enable it for your team or talk through pricing, reach out to your Account Manager.