I’m struggling to create custom SLA’s.
The default SLA’s track “time to respond”. This is not always relevant. For example - We receive AWS automated alerts into our ticketing system. We don’t respond to those - they are no-reply notices. What I would like to measure is “time to acknowledge” (how long did it sit in the queue before the helpdesk took action by updating the status and assigning an owner)
I do have these ticket types categorized as Alerts. But when I select the option to create a custom SLA - Category is not an option. The option list is extremely limited.
Hi @MWolfe2 ! Based on what I know about SLAs in HubSpot, you might need to come up with a custom solution to workaround the limitations you are facing!
Create Custom Properties:
Create a custom property to track when the tickets status was first changed (acknowledged). This could be a date/time field that gets updated when the ticket’s status is changed or an owner is assigned for example.
You might name this property something like “Acknowledged Timestamp” or “Time Acknowledged.”
Set Up a Workflow:
Create a workflow that triggers when a ticket is created.
This workflow would populate the “Acknowledged Timestamp” property with the current date/time only when a team member takes action (e.g., updates the status or assigns an owner).
Calculate Time to Acknowledge:
Create another custom property to calculate the difference between the ticket’s creation time and the “Acknowledged Timestamp.” This can help you measure the “time to acknowledge.”
You could use these properties in custom reports to analyse your ‘actual’ SLA for awknowledgements.
I hope this information is useful to you! If you found this reply helpful, please consider marking it as a solution so others can easily find it too.
