Can someone confirm my understanding of SLA statuses?

Service Hub Tips, Tricks & Best Practices
, ,
1

Hi all,

I’m trying to create a report around the “Time to first reply” and “Time to close” SLA for one of our ticket pipelines.

I’m familiar with configuring the SLA rules, but before I publish the reports, I want to confirm my understanding of each status.

For the sake of this discussion, let’s assume I’m only focused on the “Time to close” SLA. Let’s also assume that my “due soon” limit is 24 hrs while my “overdue” limit is 48 hrs.

  • SLA status “completed on time” = user closed the ticket within the first 24 hrs
  • SLA status “completed late” = user closed the ticket between hour 24 and hour 48
  • SLA status “overdue” = user closed the ticket after the 48-hour mark

Is my above understanding correct, or am I off base?

2

Hi @mbinmasoud,

Thanks for reaching out!

I would like to invite our experts to this conversation.

Hi @Jnix284, @danmoyle, @Mike_Eastwood - Do you have any thoughts for @mbinmasoud?

Thank you!

Best,

Kristen

3

Hi @mbinmasoud. Based on your descriptions and what I know of HubSpot, I would agree with your assessment and your expectation.

Do you have a HubSpot sandbox set up? It’s available at the Enterprise level, so it may not be in your portal as I don’t know your tier. But if yes, I might think about testing it there first and see if you’re right.

4

Thank you for the feedback, @danmoyle ! We’re on enterprise and I believe we have the sandbox configured. Testing my assumptions there is a great idea. Thanks again!