Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Agent |
What agents see of an SLA on a ticket, how to sort a queue by it, and where to look when a number seems wrong.
On the ticket
The next target and the time remaining, counting down. Once breached it counts up instead, showing how far past you are.
Only the next target shows. A ticket with several has them one at a time, in order, which is why the display can change after you reply.
In a view
- Edit the view.
- Add the next SLA breach column.
- Sort by it, ascending.
That gives you a queue ordered by what is closest to breaching. For most teams it is a better working order than by age, and it is the main practical benefit of having SLAs at all.
When the number looks wrong
Three things to check, in order.
- Which policy applied. Shown on the ticket. If it is not the one you expected, the cause is policy ordering.
- Which schedule. A business hours target on the wrong schedule counts differently.
- The status history. Time on pending does not count towards reply targets, so a ticket that has been pending twice has a longer wall-clock age than its SLA suggests.
Warn before it breaches
A trigger conditioned on an SLA approaching its target can notify or escalate. That is more useful than a breach report, because it acts while something can still be done.
Comments
0 comments
Article is closed for comments.