Smart Support – SLA automatically tracks response and resolution deadlines after a ticket is created. The add-on monitors SLA progress, updates ticket status indicators, records breaches, sends notifications, and provides reporting through SLA analytics.
When SLA Tracking Starts
SLA tracking starts automatically when a ticket is created. The add-on checks the ticket’s priority and department, matches the ticket to the correct SLA rule, and calculates the response and resolution deadlines.
Response Deadline Tracking
The response deadline is based on the response time limit in the matched SLA rule.
This deadline tracks how long the support team has to send the first agent response.
The ticket sidebar displays:
- Response deadline
- Time remaining before the response deadline
- Response SLA progress
If the first response is not sent before the deadline, the response SLA is marked as breached.
Resolution Deadline Tracking
The resolution deadline is based on the resolution time limit in the matched SLA rule.
This deadline tracks how long the support team has to resolve the ticket.
The ticket sidebar displays:
- Resolution deadline
- Time remaining before the resolution deadline
- Resolution SLA progress
If the ticket is not resolved before the deadline, the resolution SLA is marked as breached.
SLA Progress Bars
Progress bars show how much of the SLA time has been used.
These visual indicators help agents quickly understand whether a ticket is:
- Safely within SLA
- Approaching the warning threshold
- Already breached
Progress bars are shown in the ticket SLA widget.
Warning Threshold
The warning threshold controls when a ticket changes to the At Risk status.
The default warning threshold is 80%.
For example, if a ticket has a 10-hour resolution SLA, the ticket becomes At Risk after 8 hours have been used.
The warning threshold can be configured from:
Smart Support > Settings > SLA
SLA Breaches
An SLA breach occurs when a ticket misses its response or resolution deadline.
When a breach occurs:
- The SLA status changes to Breached
- The status indicator turns red
- The breach time is recorded
- Email notifications can be sent to configured recipients
- Breach details become available in SLA analytics
Email Notifications
Smart Support – SLA can send email notifications for SLA warnings and breaches.
Notifications can be configured for:
- Tickets approaching an SLA breach
- Tickets that have already breached SLA
Default recipients can be configured from:
Smart Support > Settings > SLA
Rule-specific recipients can also be configured from individual SLA rules.
SLA Analytics
SLA analytics are available from:
Smart Support > Analytics > SLA
The analytics section provides reporting for:
- Overall SLA compliance rates
- Average response times
- Average resolution times
- Compliance by SLA rule
- Compliance trends over time
- SLA breach details
- SLA breach reports
These reports help support managers understand how well the team is meeting response and resolution targets.
Smart Support – SLA tracks ticket deadlines automatically and gives agents clear visibility into SLA progress. With status indicators, progress bars, breach monitoring, notifications, and analytics, your team can manage ticket commitments more effectively and review SLA performance over time.