In HappyFox Help Desk, you can identify tickets that breached a service level agreement (SLA) from the ticket list or ticket details page. You can also filter the ticket list to review breached tickets together.
Identify a breach from the ticket list
When a ticket breaches one or more SLAs, a red SLA breach indicator appears on the ticket in the ticket list.
Select the ticket to review its details and determine which SLA breached.
Review a breach on a ticket
Open the ticket and review its updates. HappyFox adds an SLA update when an applicable SLA breaches. The update identifies the breached SLA and objective.
If the SLA live timer is enabled for the applicable objective, its status changes to Breached in the ticket details pane. For information about the other timer states, see Understand SLA timer statuses.
Filter the ticket list for breached tickets
To find tickets that breached at least one SLA:
- Go to Tickets and open the queue you want to review.
- Select New Filter.
- Under Match All or Match Any, select Add Condition.
- Select SLA breached.
- Select Add.
The ticket list displays tickets in the selected queue that breached at least one SLA. You can add other conditions to narrow the results or save the filter as a queue for repeated use.