Reading SLA indicators

Once SLA tracking is on, two places show how you're doing: a live progress bar on each ticket in the queue, and summary cards on the KPIs dashboard. Here's how to read both.

The ticket-queue progress bar

When resolution targets are on, the Tickets page shows an SLA column with a live bar on every open ticket — an at-a-glance view of which tickets are close to missing their target without opening each one.

How to read the bar

The bar fills left to right as the ticket's resolution target is consumed, and changes colour as it goes:

Colour	What it means
Green	Under 50% consumed — plenty of time left
Amber	50–90% consumed — getting close
Red	90%+ consumed — act now to avoid a breach
Dark red	Past 100% — the target has been breached

A short label shows time remaining (e.g. "2h left") or how far overdue (e.g. "30m overdue"). Hovering shows a tooltip like "82% of SLA target consumed." The bar refreshes automatically about every 60 seconds — no need to reload.

The Tickets queue with the SLA column showing colour-coded progress bars (green, amber, and red) and time-remaining labels on several open tickets. sla-progress-bar.png

Resolved, paused, and missing bars

Resolved tickets show a pill instead of a bar: Met (resolved within target) or Breached (resolved after the target passed).
Paused tickets show a frozen bar with a "Paused — <status>" or "Paused — blocked by #N" label. See Pausing.
On business hours, the bar freezes overnight and on weekends instead of creeping toward breach. See Business hours.
No bar at all means the master SLA toggle is off, resolution targets are off, or the ticket has no priority assigned.

SLA cards on the KPIs dashboard

The KPIs dashboard shows SLA performance as summary cards over your selected date range. Which cards appear depends on which SLA types you've enabled:

SLA type enabled	Cards shown
Resolution time	SLA Compliance %, plus an SLA by Priority breakdown.
First-response time	Avg First Response and First-Resp Compliance %.
Assignment time	Avg Assignment and Assign Compliance %.

How compliance is calculated

Compliance % is the share of relevant tickets where the SLA event happened within the target for that ticket's priority. Each compliance card is colour-coded:

Compliance %	Icon colour
80% or higher	Green
60–79%	Yellow
Below 60%	Red

The average cards show the real average across tickets that have had the relevant event — a ticket with no first reply yet isn't counted as "breached," it simply doesn't appear in the average until an agent replies.

Dashboard cards vs. the compliance report The KPI cards are a quick snapshot. For attainment over any date range, a per-priority and per-type breakdown, and a list of exactly which tickets breached, use the SLA compliance report (Pro).

Frequently asked questions

Why is the SLA bar empty on some tickets?

The master SLA toggle is off, resolution targets are off, or the ticket has no priority. Resolved tickets show a "Met" or "Breached" pill instead of a bar.

Why is a card missing from my dashboard?

Each SLA type has its own toggle. The "Avg First Response" card, for example, only appears once you've enabled first-response targets.