TeamSupport has the ability to define various levels of SLAs and assign these to customers. Click here to learn more about SLA’s and how to configure them from within TeamSupport.

From within a ticket, the SLA status is displayed on the right hand side of the ticket as shown in the screen shot below.

Additionally, when you mouse over the index card next to the SLA Status, you will be given additional information:

This window will indicate which SLA is currently being calculated. The SLA shield icon will change color depending on the SLA status: Red for violation, Yellow for warning, and Green for no issues. If you have selected a Ticket Status which will “pause” an SLA, the box will indicate the paused state accordingly.

The “Open this ticket” icon in the My Tickets Grid will also be green, red, or yellow according to SLA status.

Click here to read more about reporting on SLA status.

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