Last updated: June 2, 2022
|Service Hub Professional, Enterprise|
Users with super admin permissions can set service level agreements (SLAs) in the inbox to help reps prioritize incoming tickets based on their importance and ensure that they meet customer expectations.
You can set SLAs based on the time to a first reply and the time to close a ticket, and apply these rules to all tickets in the inbox or based on ticket priority. SLAs can apply at all times or only when your team is available.
Please note: SLAs will only apply to conversations that have an associated ticket. If the associated tickets were created through a workflow or manually from the tickets index page, the SLA will not apply.
Please note: if the SLA applies to tickets based on their priority, you must set a value for the Priority property on your ticket records. You can manually edit the priority property on an individual ticket record or use a workflow to update the ticket priority for multiple ticket records.
With these SLA settings turned on, the SLA rules will apply to all new tickets moving forward. Any time you make changes to the SLA rules, the updated rules will only apply to new tickets that are opened. Learn more about what happens when you merge two tickets with SLAs.
When a ticket in the inbox is in either state, a label will appear next to the associated ticket number in the reply editor.
Please note: tickets with a Waiting on contact status are not excluded from SLA calculations.
An alarm clock icon will also appear in the message preview in the list of conversations.
Please note: the warning labels will only appear to users with assigned Service Hub Professional or Enterprise seats.
If you turn off SLA settings, these rules will not apply to new tickets going forward, but will still apply to the existing tickets that met the criteria before the settings were turned off.
When using SLAs, four ticket properties will be added to your account: Time to Close SLA Due Date,Time to Close SLA Ticket Status, Time to First Response SLA Due Date, andTime to First Response SLA Status. You can use these properties to store your SLA data, and then use them in reporting, lists, and workflows. For example, you can create a report to understand how many tickets are in a due soon state, or create a workflow that sends a notification to users when their tickets are nearing a due soon or an overdue state.
You can also use the standard SLA reports that are included in HubSpot's report library.
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