Installing and using the SLA Event Tracker app

The SLA Event Tracker App provides a quick and easy interface that displays Service Level Agreement (SLA) data about the ticket in Zendesk Support. The app provides an agent with a quick view of a ticket's progress against any applicable SLAs. This allows users to see when SLA metrics have been applied, fulfilled, or breached.
This article contains the following topics:

Installation
Using the App

Installation

Go to the SLA Event Tracker page on the Zendesk Marketplace.
Click Install.
Select the account to install the app, then click Install.
In the Installation section, enter a name for the SLA Event Tracker app, and enable group and role restrictions if required. These configuration options are also available after installation by navigating to Admin Center > Apps and integrations > Zendesk Support apps and clicking on the app.
Click Install.


Using the app
After opening a ticket that has an SLA applied, you will see information similar to the following in the ticket app sidebar, as it applies to the SLA for your specific ticket:

The app displays a future breach date if the target is active and hasn't yet breached. If the target is fulfilled before the breach date, the breach date is removed, the status changes to fulfilled, and the metric breach displays no current breach in green.
If the ticket doesn't have a SLA assigned, then you will see the following notification:

The app also include links to common questions and instructions on how SLAs work in Zendesk Support. The About SLA and Troubleshoot buttons take you to helpful articles within our knowledge base, and the Glossary button shows you the various terms associated with SLAs and their definitions. {
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