Resolving Missing SLA Targets in Zendesk
What should I do if SLA targets are not appearing on my tickets?
If SLA targets are not appearing on your tickets, there are a few things you can check.
First, make sure that the ticket has a priority set, as SLAs rely on this to function correctly. Also, verify that the ticket does not have an agent as the requester, as many SLA targets do not work in such cases. Ensure that an active target is applied to the ticket, and remember that private comments do not activate reply targets. If the SLA target was met before the policy was applied, it might not show up.
If you've checked these factors and the issue persists, consider reaching out to Zendesk Customer Support for further assistance.
More related questions
Why aren't SLA badges appearing on my Zendesk tickets?
SLA badges might not appear on your Zendesk tickets due to several reasons. Firstly, ensure that the ticket has a priority set, as SLAs are based on ticket priority. Without a priority, the system doesn't know what time to use for the countdown….
Can SLAs be applied to tickets with private comments in Zendesk?
SLAs typically do not activate on tickets with private comments in Zendesk. This is because private comments do not trigger reply targets, which are necessary for SLA badges to appear. If you frequently receive follow-up tickets with private…
Why don't SLAs apply to tickets solved upon creation in Zendesk?
SLAs do not apply to tickets that are solved upon creation in Zendesk because the solved status satisfies the SLA requirements. When a ticket is marked as solved immediately, it indicates that the service level has been met, and therefore, the SLA…
How can I troubleshoot endemic SLA badge issues in Zendesk?
If you're experiencing widespread issues with SLA badges not appearing, there are several steps you can take to troubleshoot. First, ensure that all tickets have a priority set, as this is crucial for SLA functionality. Check that none of the…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
