SLA (Service Level Agreement) timers track your response and resolution deadlines. When the timer turns red, you're running out of time -- or already past the deadline.
The Color Code
| Color | Meaning |
|---|---|
| Green | Plenty of time remaining |
| Yellow | Getting close to the deadline |
| Red | At or past the deadline -- handle this now |
Two Timers Per Ticket
First Response -- how long until you send your initial reply. Even a quick acknowledgment counts.
Resolution -- total time until the ticket is closed.
Both timers are configured by your admin in Settings > Team Tab > SLA Rules, with different targets per priority level.
Pausing the Clock
When you're waiting on the customer, the SLA timer can pause. The timer tracks total paused time and adjusts deadlines accordingly. When the customer replies, the clock resumes.
SLA Tiers
When a ticket is closed, it earns a tier based on how fast it was handled:
- Gold -- well under target
- Silver -- comfortably within target
- Bronze -- just made it
These tiers affect your XP rewards. Faster responses mean better multipliers.
What to Do When It's Red
- Respond immediately -- even a brief "Looking into this" resets the first response timer
- Set expectations with the customer if resolution will take time
- Ask a teammate for help if you're overloaded