In HappyFox Help Desk, the SLA live timer shows the target status and remaining time for applicable SLAs on a ticket. Enable the timer while creating or editing an SLA.
Plan availability: SLA Live Timer is available on Pro and Enterprise Pro agent-based plans and on Growth, Scale, Scale Plus, and Ultimate unlimited-agent plans.
Before you start
Make sure that:
- Your role has the Manage SLAs managerial permission under Automate.
- The SLA uses a timer-supported objective.
The SLA live timer is available for these objectives:
- Time taken to send first response to a ticket
- Time taken to reach ticket status
It is not available for these objectives:
- Time taken to change a ticket from unassigned to assigned
- Time taken to respond to a contact response
- Time taken to add response to an existing last response by agent
Enable the SLA timer
- Go to Automate > SLA.
- Create an SLA or open an existing SLA and select Edit.
- On the About stage, turn on Display SLA Timer within Ticket Details.
- Finish the SLA setup.
For tickets evaluated by the SLA, the ticket details pane can now display:
- The SLA name.
- The timer status.
- The remaining time before breach, when applicable.
The timer appears only when the ticket is applicable to the SLA and the selected objective supports the live timer.
What to do next
- Understand SLA timer statuses such as Due In, Paused, and Breached.
- Manage an existing SLA to change its configuration.
- How do SLAs work in HappyFox? to learn how objectives, conditions, schedules, and excluded statuses affect evaluation.