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Troubleshooting Missing SLA Badges in Zendesk

Learn why SLA badges might not appear on your Zendesk tickets and how to troubleshoot common issues.

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. Additionally, many SLA targets do not work on tickets where the agent is the requester. Also, check if the ticket has an active target applied, as this is necessary for the SLA badge to show. If the ticket response consists of private comments, these do not activate reply targets, which could be another reason for the absence of SLA badges. Lastly, if the SLA target was met before the SLA policy was applied, the badge might not appear.

For more detailed information, you can refer to the originalZendesk article.


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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…

Can SLAs be applied to tickets with private comments in Zendesk?

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