Overview
Track whether tickets are being responded to and resolved within SLA targets.
Steps
In Reports, select the SLA report for Tickets.
Filter by date range, priority, or agent.
Review metrics: First response time, resolution time, breaches.
Export or schedule the report.
Tips
Spotlight agents or teams missing SLAs for coaching.
Share weekly SLA dashboards in team meetings.
Troubleshooting
No SLA data? Ensure SLAs are configured under Priority settings.
Report empty? Widen the date range or include more priorities.