Installing and using the SLA Event Tracker app

<p>The <a href="https://www.zendesk.com/marketplace/apps/support/223192/sla-event-tracker" target="_self">SLA Event Tracker App</a> 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.</p>
<p>This article contains the following topics:</p>
<ul>
<li><a href="#h_cc5354a3-b593-4464-b380-5ce8c556dbd7" target="_self">Installation</a></li>
<li><a href="#h_a01f8f7d-066b-43df-b557-1eed7dcc5598" target="_self">Using the App</a></li>
</ul>
<h2 id="h_cc5354a3-b593-4464-b380-5ce8c556dbd7"><span>Installation</span></h2>
<ol>
<li><span>Go to the <a href="https://www.zendesk.com/marketplace/apps/support/223192/sla-event-tracker/" rel="noopener noreferrer" target="_blank">SLA Event Tracker</a> page on the Zendesk Marketplace.</span></li>
<li><span>Click <strong>Install</strong>.</span></li>
<li><span>Select the account to install the app, then click <strong>Install</strong>.</span></li>
<li>In the Installation section, enter a name for the SLA Event Tracker app, and enable group and role restrictions if required. <br>These configuration options are also available after installation by navigating to Admin Center &gt; Apps and integrations &gt; Zendesk Support apps and clicking on the app.</li>
<li>Click <strong>Install.</strong>
</li>
</ol>
<h2 id="h_a01f8f7d-066b-43df-b557-1eed7dcc5598">Using the app</h2>
<p>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:</p>
<p><img alt="" src="https://support.zendesk.com/hc/article_attachments/4409149684890"></p>
<p>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 <strong>fulfilled</strong>, and the metric breach displays <strong>no current breach</strong> in green.</p>
<p>If the ticket doesn't have a SLA assigned, then you will see the following notification:</p>
<p><img alt="" src="https://support.zendesk.com/hc/article_attachments/4409156646298"></p>
<p>The app also include links to common questions and instructions on how SLAs work in Zendesk Support. The <strong>About SLA</strong> and <strong>Troubleshoot</strong> buttons take you to helpful articles within our knowledge base, and the <strong>Glossary</strong> button shows you the various terms associated with SLAs and their definitions.</p><script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4409148550554",
"url": "https://support.zendesk.com/hc/en-us/articles/4409148550554-Installing-and-using-the-SLA-Event-Tracker-app",
"headline": "Installing and using the SLA Event Tracker app",
"description": "You can install and use the SLA Event Tracker app to view detailed SLA data and track the progress of SLAs on individual tickets within your support system.",
"articleSection": "Using Built by Zendesk apps",
"datePublished": "2021-10-21T11:45:36+00:00",
"dateModified": "2025-09-22T17:44:39+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4409148550554"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script>