Troubleshooting Missing SLA Badges in Zendesk
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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