Troubleshooting common SLA issues

<p>If you experience service level agreement (SLA) issues, use this guide to find solutions to the most common behaviors.</p><p>This article contains the topics below:</p><ul>
<li data-list-item-id="e1334a95a876160892431a4139cc7df37"><a href="#h_01JAWX2PP1QJS1C2W1T8JBVW57">The badge shows Now after the target breaches</a></li>
<li data-list-item-id="ee6edd14f32de23257c4d695d9e0d5d6e"><a href="#h_01JAWX25K2NRBSC5GCGQV3B0R2">Breached targets don't consider business hours</a></li>
<li data-list-item-id="ee177f029580e2594a504af00b31aaf28"><a href="#h_01HTFMKV2ZFSGHMY5KQNWBV4VD">The new policy doesn't appear</a></li>
<li data-list-item-id="e99b32f0b5a2508459f1ee9b64aba8fb3"><a href="#2">SLA applies only to some tickets</a></li>
<li data-list-item-id="ec11a78f885b0ad87015a2f501cc6e5a3"><a href="#3">First reply time metric doesn't work</a></li>
<li data-list-item-id="e239fd21c0eca877644e87387ad2e8c01"><a href="#4">SLA doesn't pause when the ticket status is pending</a></li>
<li data-list-item-id="e54437fc74d988ac0c496ac01f89a88f2"><a href="#5">Target hours show incorrectly</a></li>
<li data-list-item-id="ea19f7a3e1982263ba2e0bfbdf8152bca"><a href="#6">Newly applied SLA executes an additional breach event</a></li>
<li data-list-item-id="e12a263c9b06e055728a60044655ef0db"><a href="#h_01GH9B2MYZCRPCGNWNPVTY8F56">Why don't I see an SLA badge when there's an SLA policy on the ticket?</a></li>
<li data-list-item-id="e165518c8058ac98b406cd54cc0433ec4"><a href="#9">Updates to schedules don't reflect in SLA targets</a></li>
</ul><p>For general information about how SLAs function, see <a href="https://support.zendesk.com/hc/en-us/articles/4408832852122-Viewing-and-understanding-SLA-targets" target="_blank" rel="noopener noreferrer">Viewing and understanding SLA targets</a>.</p><h2 id="h_01JAWX2PP1QJS1C2W1T8JBVW57">The badge shows Now after the target breaches</h2><p>The badge displays <strong>Now</strong> when the target changes after a breach. These changes include public comments, status changes, priority changes, or policy changes.</p><h2 id="h_01JAWX25K2NRBSC5GCGQV3B0R2">Breached targets don't consider business hours</h2><p>Even if you set up the target in business hours, the badge shows the time in calendar hours. This applies whether your target uses business or calendar hours.</p><h2 id="h_01HTFMKV2ZFSGHMY5KQNWBV4VD">The new policy doesn't appear</h2><p>A newly created SLA policy doesn't apply to existing tickets. Also, an updated SLA policy doesn't apply to tickets that already use that SLA.</p><p><strong>Explanation</strong></p><p>SLAs rely on ticket events. An event such as ticket creation or update must occur on the ticket for an SLA policy to match. Otherwise, the ticket doesn't show SLA information, or it continues to show the old SLA information.</p><p>In the example below, the SLA policy didn't apply. No policy existed during the last ticket update, or the ticket didn't meet the conditions.</p><p><img src="https://support.zendesk.com/hc/article_attachments/11006987417242" alt="SLA not applied because SLA was updated after the ticket was created"></p><p>In the example below, the SLA policy applies after you update the ticket to meet the conditions.</p><p><img src="https://support.zendesk.com/hc/article_attachments/11006987417370" alt="SLA applied after ticket update"></p><h2 id="2">SLA applies only to some tickets</h2><p>An SLA doesn't apply to tickets even when they meet all the conditions.</p><p><strong>Explanation</strong></p><p>This happens when tickets don't have a set <a href="https://support.zendesk.com/hc/en-us/articles/4408886739098-About-ticket-fields" target="_blank" rel="noopener noreferrer">ticket priority</a>. Tickets must have a priority for the SLA target to apply. The ticket priority must be the system default field. SLAs don't apply to custom ticket fields.</p><p>Depending on the ticket priority, SLA policies can have different target times and operating hours.</p><p><img src="https://support.zendesk.com/hc/article_attachments/11006936409242" alt="SLA.png" width="562" height="187"></p><p>If the ticket doesn't have a priority to match the SLA policy, the target time doesn't apply. No timer appears until you add a priority.</p><p>This also happens if you create a ticket with a private comment from a user who isn't a light agent. The system defers first reply time SLA targets for private tickets. The SLA target activates when an end user adds the first public comment, even if public agent comments exist before that point.</p><p>In the example below, the SLA policy didn't apply because you created the ticket without a priority.</p><p><img src="https://support.zendesk.com/hc/article_attachments/11006936409370" alt="Ticket without priority not triggering SLA policy"></p><p>After you update the ticket to include a priority, the system applies the SLA policy.</p><p><img src="https://support.zendesk.com/hc/article_attachments/11006987417498" alt="Policy applied after ticket update"></p><h2 id="3">First reply time metric doesn't work</h2><p>A newly created ticket doesn't show a timer for the first reply time metric, even though the ticket meets all policy criteria.</p><p><strong>Explanation</strong></p><p>This happens when an agent creates a ticket on behalf of an end user and makes the first comment public. Ticket creation fulfills the first reply target because the agent submits the first public comment.</p><p>In the example below, no first reply time metric applies because the agent created the ticket.</p><p><img src="https://support.zendesk.com/hc/article_attachments/11006987417626" alt="Ticket created on behalf of customer"></p><p>You can create exceptions in your <a href="https://support.zendesk.com/hc/en-us/articles/7412192349466-Customizing-your-SLAs-with-advanced-settings" target="_blank" rel="noopener noreferrer">advanced settings</a>.</p><h2 id="4">SLA doesn't pause when the ticket status is pending</h2><p>The SLA timer doesn't pause when the ticket status changes to pending.</p><p><img src="https://support.zendesk.com/hc/article_attachments/11006936409626" alt="Pending not pausing the timer"></p><p><strong>Explanation</strong></p><p>This happens because the ticket waits for agents to fulfill the first reply time or the next reply time metric. Four SLA targets don't pause in pending status: First Reply Time, Next Reply Time, Periodic Update Time, and Total Resolution Time. Reply metrics don't change based on ticket status. You fulfill reply metrics when an agent replies with a public comment to the requester.</p><p>Both first and next reply times use an end-user comment as the starting point and a public agent response as the endpoint. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408829459866-Defining-and-using-SLA-policies#topic_gpr_ppv_tr" target="_blank" rel="noopener noreferrer">Defining and using SLA policies</a>.</p><h2 id="5">Target hours show incorrectly</h2><p>Tickets with SLAs in business hours show more hours than the SLA metrics set.</p><p><img src="https://support.zendesk.com/hc/article_attachments/11006936409754" alt="Agent work time target with calendar hours"></p><p>SLA time targets are always displayed in calendar hours. This is done for agents to identify which tickets have a higher priority in real-time.</p><p>For example, the tickets below arrive during the middle of the weekend, and your business hours are defined from Monday to Friday, from 9:00 AM to 5:00 PM.</p><ul>
<li data-list-item-id="ec9d1f3c22fce16bf74ad659c7caceb00">Ticket A has an SLA target that's due in 18 business hours.<br><img class="wysiwyg-image-resized" style="width: 55.02%;" src="https://support.zendesk.com/hc/article_attachments/11153320951578" alt="Example A" width="404">
</li>
<li data-list-item-id="e507270adc28ef4d38299a3a90a04b932">Ticket B has an SLA target that's due in 72 calendar hours.<br><img class="wysiwyg-image-resized" style="width: 53.96%;" src="https://support.zendesk.com/hc/article_attachments/11153320953242" alt="Example B" width="404">
</li>
</ul><p>The ticket view shows due time in a way that the target due sooner will receive higher attention, with the remaining time using the same type of hours.</p><p><img class="wysiwyg-image-resized" style="width: 21.3%;" src="https://support.zendesk.com/hc/article_attachments/11153320953754" alt="List" width="166"></p><p>For additional information about how SLAs work, see the article: <a href="https://support.zendesk.com/hc/en-us/articles/4408829459866" target="_blank" rel="noopener noreferrer">Defining and using SLA policies</a>.</p><h2 id="6">Newly applied SLA executes an additional breach event</h2><p>When a new policy applies to a ticket that already breached the SLA, the system records another breach event during the update. This occurs even if the new policy is a modified version of the existing policy.</p><p><strong>Explanation</strong></p><div class="body">
<p>The system can't modify past ticket events. When you apply a new SLA, the counter looks forward from that point.</p>
<h2 id="h_01GH9B2MYZCRPCGNWNPVTY8F56">Why don't I see an SLA badge when there's an SLA policy on the ticket?</h2>
<p>An SLA badge won't appear on a ticket with an applied SLA policy for several reasons. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408881796762-Why-aren-t-SLA-badges-appearing-" target="_blank" rel="noopener noreferrer">Why aren't SLA badges appearing?</a></p>
<h2 id="9">Updates to schedules don't reflect in SLA targets</h2>
<p><strong>Explanation</strong></p>
<p>When you edit a schedule to add or remove holidays, SLA targets don't automatically update. However, if a ticket receives an SLA update, targets reassess. If there's a public comment, status change, priority change, or policy change, the ticket recalculates the SLA badge based on the new schedule. Minimize schedule changes because frequent changes cause confusion.</p>
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<div class="note">
<span class="notetitle">Note:</span> SLAs don't apply to tickets that you solve upon creation. The solved status satisfies SLAs and prevents policy activation as long as the ticket remains solved. If you reopen tickets, SLAs activate and run normally.</div>
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<h2 id="h_01M0FS9DEHV1Z97KCVJH2YZ17K">What is an SLA badge target change? Why does the badge show "Now" after the target breaches? What causes the SLA badge to display "Now"?</h2>
<p>The SLA badge displays "Now" when a target changes after an SLA breach occurs. Actions that trigger this change include public comments, ticket status changes, priority changes, or policy changes.</p>

<h2 id="h_01M0FS9DEHMT2NS51287ZXVYWJ">Why do breached SLA targets show calendar hours instead of business hours? Why do breached targets don't consider business hours? Why does my SLA badge show calendar hours after a breach?</h2>
<p>The SLA badge displays remaining time in calendar hours after a breach occurs. This behavior occurs even if you set up the SLA target in business hours or operating hours.</p>

<h2 id="h_01M0FS9DEHQ92TV3ZQFY524RXF">Does a new SLA policy apply to existing tickets? Why doesn't the new SLA policy appear on my ticket? How do I apply a new or updated SLA policy to existing tickets?</h2>
<p>A newly created or updated SLA policy does not automatically apply to existing tickets. SLAs require a ticket event, such as a ticket update or ticket creation, to match the ticket conditions and trigger the policy.</p>

<h2 id="h_01M0FS9DEH837SHYNNPY61X8BG">Can an SLA policy apply to tickets without a priority? Why does an SLA apply only to some tickets? Why is my SLA target or timer missing on a ticket?</h2>
<p>An SLA target requires a set ticket priority to apply to a ticket. The priority must use the system default <strong>Priority</strong> field, as SLAs do not apply to custom ticket fields. If a ticket lacks a priority, no SLA timer appears until you add one.</p>

<h2 id="h_01M0FS9DEHPVCVAFPT3YFQ2NCZ">Why does the first reply time SLA metric defer on private tickets? Why does the first reply time SLA target not activate for private comments? How do private comments affect first reply time SLAs?</h2>
<p>When you create a ticket with a private comment or internal note from a user who is not a light agent, the system defers first reply time SLA targets. The SLA target activates when the requester or end user adds the first public comment.</p>

<h2 id="h_01M0FS9DEHHNWVNA0G00HMGEZJ">Why does the first reply time SLA metric fail to show a timer? Why is the first reply time SLA timer missing when an agent creates a ticket? How does ticket creation by an agent affect first reply time SLAs?</h2>
<p>When an assignee, agent, or support person creates a ticket on behalf of a requester or customer and submits the first comment as a public comment, that creation action fulfills the first reply time target. Because the comment fulfills the target immediately, no SLA timer appears.</p>

<h2 id="h_01M0FS9DEHPGSTZGWTE0TX0YRT">Does the SLA timer pause when ticket status changes to pending? Why doesn't SLA pause when the ticket status is pending? Which SLA metrics run during pending status?</h2>
<p>The SLA timer does not pause in <strong>Pending</strong> status for four specific metrics: <strong>First Reply Time</strong>, <strong>Next Reply Time</strong>, <strong>Periodic Update Time</strong>, and <strong>Total Resolution Time</strong>. Reply metrics do not pause based on ticket status because they require a public comment response to the requester.</p>

<h2 id="h_01M0FS9DEHVFE9PTFQ8TSYK26N">Why do ticket SLA target hours show incorrectly? Why do SLA badges display more hours than the set business hours metric? Why does the SLA target display in calendar hours?</h2>
<p>SLA badges always display time in calendar hours so team members can see real-time remaining and prioritize work. Even if you calculate target times using business hours, the timer displays in calendar hours and does not account for holidays or non-working days defined in your schedule.</p>

<h2 id="h_01M0FS9DEHCB46YFWXD7REYKNE">Why does a newly applied SLA record an additional breach event? Why does updating an SLA policy create a second breach event on an already breached ticket?</h2>
<p>The system cannot modify past ticket events. When you apply a new or modified SLA policy to a ticket that already breached its target, the SLA counter looks forward from the update event and records another breach event.</p>

<h2 id="h_01M0FS9DEHPZXEYYXW1833YWH2">Why do SLA target hours show differences between tickets? How do SLA target hours work for business hours versus calendar hours over weekends?</h2>
<p>SLA time targets display in calendar hours so team members can identify high-priority tickets in real time. For example, if two tickets arrive over the weekend, a target due in 18 business hours and a target due in 72 calendar hours will display remaining time in calendar hours to show which ticket requires attention sooner.</p>

<h2 id="h_01M0FS9DEH3YPS00TGECZH0SMH">Do schedule updates automatically recalculate SLA targets? Why don't updates to schedules reflect in SLA targets? How do I update SLA targets after changing business hours or holidays?</h2>
<p>Editing schedules or adding holidays does not automatically update existing SLA targets. The system recalculates SLA targets based on the updated schedule only when a ticket receives an update, such as a public comment, status change, priority change, or policy change.</p>

<h2 id="h_01M0FS9DEHMQ1MNT2J3B549KMD">Do SLAs apply to tickets that are solved upon creation? Does the solved ticket status prevent SLA policy activation?</h2>
<p>SLAs do not apply to tickets that you solve upon creation because the <strong>Solved</strong> status satisfies SLAs and prevents policy activation. If you reopen the ticket, SLAs activate and run normally.</p>

<h2 id="h_01M0FS9DEHXYDPR2JNMQ3W9CHJ">How do I update a ticket to apply an SLA policy?</h2>
<p>To apply an SLA policy to a ticket, update the ticket details to meet policy conditions by following these steps:</p>
<ol>
<li>Open the ticket in your inbox or dashboard.</li>
<li>Set the system default <strong>Priority</strong> field.</li>
<li>Submit a ticket update or public comment to trigger ticket events.</li>
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