Set SLA goals using multiple ticket properties in help desk (BETA)

Super Admins in your account can set service level agreements (SLAs) in help desk based on a combination of ticket properties.

SLA goals can also apply to all tickets in help desk, or they can be based on a specific ticket property, such as priority, team, source, or pipeline. Learn more about setting other types of SLA goals.

Turn on SLA goals

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• Navigate to Inbox & Help Desk > Help Desk. 
• Click the SLAs tab.
• In the Set SLA goals section, Toggle the switch ON. 
  
  
• At the bottom of the page, click Save.

Set SLA goals based on a combination of ticket properties

Before you set up SLA goals based on conditional rules, customize whether your SLA goals apply at all times or only during working hours.

When you create a new SLA rule, it'll apply to all new incoming tickets. New rules will only apply to existing tickets if a relevant ticket property, included as a condition in an SLA rule, is updated. For example, if you have an SLA rule with the condition Pipeline is any of Support Pipeline, the new SLA rule will apply if the property Pipeline is updated.

To apply conditional SLA goals based on a combination of ticket properties:

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• Navigate to Inbox & Help Desk > Help Desk. 
• Click the SLAs tab.
• In the Set SLA goals section, select Apply based on a combination of ticket properties. 
• Click Create rule. 

• In the right panel, enter a rule name. 
• To add conditions to the rule:
  • Click + Add condition.
  • Click + Add filter.
  • Scroll or type to search, then select a filter type.
  • Select an option for the ticket property or activity, then set your criteria.
  • To add additional filters within the same group, click + Add filter. A ticket must meet the all criteria within the group in order to be included in the list.
  • To add another filter group, click + Add filter group. A ticket must meet the criteria of at least one of the filter groups in order to be included in the list.
  • Click Save 
• Use the dropdown menus to set the SLA goals for each property, including time to first reply, time to next reply, and time to close.
  
  
• Click Save.
• You’ll see each rule's order listed in the left column. If a ticket meets the conditions for more than one rule, its SLA goals will be based on the rule which is first on the list. To reorder the rules, click and drag a rule to move it to another location on the list.
  
  

• If a ticket doesn’t match any of the rules applied, you can set up a fallback SLA: 

• • Toggle the Use fallback SLA rule switch ON. 
  • Use the dropdown menus to set the SLA goals for each property, including time to first reply, time to next reply, time to close and due soon. 
• Click Done.

Add and edit rules 

When you add or edit an SLA rule, it'll apply to all new incoming tickets. Changes to SLA rules or goals will only apply to existing tickets if a relevant ticket property, included as a condition in an SLA rule, is updated. This includes changes to conditions, order, or SLA times, such as the time to first reply.

For example, if you have an SLA rule with the condition Pipeline is any of Support Pipeline, the new SLA rule will apply if the property Pipeline is updated.

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• Navigate to Inbox & Help Desk > Help Desk. 
• Click the SLAs tab.
• In the Set SLA goals section, you can add and manage rules. 
  • To add a rule, click Create rule on the right. 
  • To edit the rule, hover over the rule and click Edit. 
  • To clone the rule, hover over the rule and click Clone. 
  • To delete the rule, hover over the rule and click Delete.