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Working With Your Timerman SLA Statuses

Timerman does more than track ticket and deal times for you. It tracks if an SLA is met or missed depending on the time it takes to close them.

It determines this in two different ways: Your team’s response time and the overall time it takes to close.

Did it take your team three hours to answer the call of duty when your SLA demands only two? Or perhaps your internet crashed and your team had to spend 4 days on a ticket that would normally take only one. Timerman will make sure the appropriate SLA Status is set for a ticket or deal.

Of course, use cases vary. I came across one in particular where tickets were dealt with swiftly, but didn’t require a response. With no response recorded, the Time to first response eventually surpassed the user’s SLA and the SLA Status was set to missed.

This was a little confusing for the user. Fortunately, Timerman has a way to work around this dilemma!

You see, the app determines if an SLA is missed through two properties: Time Target: First Response and Time Target: Time to Close. Sure they record times, but they also have a sneaky Status stored in there!

How to track ticket SLAs in HubSpot

Like the SLA Status property, these targets will be set to MET or MISSED depending on the speeds with which the tickets were handled. You can utilize these statuses in your reporting!

How to report on ticket SLAs in HubSpot

But if you’ve got your heart set on using the SLA Status property in your reporting but need a way to “ignore” response time or time to close, we’ve got you covered.

1. Start by logging into your hapily portal here.

2. Click Timerman > SLA Policies in the left sidebar.

HubSpot how to track ticket SLA statuses

3. Select an SLA Policy from the dropdown menu (In this case I'm showing a blank SLA rule).

How to track ticket SLA statuses in HubSpot

4. Under Time Targets set the time for either First Response or Time to Close to 1,000,000.

How to use Timerman's SLA properties

5. Don’t forget to click Save at the top right of the page!

1,000,000? That seems a bit extreme doesn’t it? Not so! If you’re the type who only worries about how long it takes to close a ticket and not the response time, you could enter this number into the First Response field.

This will make it so that the first response target will only be breached if the ticket remains open for more than 1,000,000 minutes. I don’t know about you, but I’m willing to bet your ticket won’t be open that long.

And that’s all there is to it! If you enjoyed this post, why not share it with your friends? And if you want to see what else the app can do, check out this blog post on How to Set Up Business Hours and Holidays With Timerman!