Our support team works out of Help Desk all day, and we rely heavily on SLAs for time to first response and time to next response.
What we really want is a simple way for agents to look at one list of all open tickets and immediately see which ticket needs attention first – without having to think about which SLA (first vs next response) is driving it, or manually compare timestamps.
Right now:
We have separate fields for Time to first response and Time to next response.
In the Help Desk table, these show as due times (e.g., 1:52 PM), not as a “time remaining” countdown.
SLA labels like Due soon / Overdue are helpful, but they don’t tell you:
Which ticket across all SLAs is actually due the soonest, or
How much time is left in a clear way.
The workarounds (two different views, or constantly toggling sort between two columns) still force agents to stop and think, check timestamps, and mentally compare which ticket is truly most urgent.
What we’d love to have:
A single “Next SLA due” field per ticket
One property that always represents the next SLA deadline for that ticket, whether it’s first or next response.
We could add this as a column in Help Desk and sort the whole view by it, so the ticket at the top is always the one closest to breaching any SLA.
Countdown-style display in the list view
Instead of just showing a due timestamp, allow SLA columns (including “Next SLA due”) to display something like “30 minutes remaining”.
This would make it much easier for agents to scan the list and instantly understand urgency without doing mental math.
Why this would help:
Agents get a single, trusted queue: just work from the top down and you know you’re handling the most urgent tickets first.
Less cognitive load and fewer mistakes when juggling first vs next response SLAs.
Better chance of consistently meeting SLAs, especially for higher-volume teams.
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