Ticket States and SLA Timers in Freshservice

The state of a ticket, such as "New" or "Overdue," is closely tied to the SLA (Service Level Agreement) policies configured in your Freshservice account. These states help you monitor ticket progress and ensure timely responses based on priority and urgency.

How SLA Policies Impact Ticket States

Example Scenario

• A ticket with a low priority has an SLA set to "Respond within 24 business hours."
• As long as the response time is within this 24-hour window (measured during your specified business hours), the ticket remains in the "New" state.
• If the deadline passes without a response, the ticket's state changes to "Overdue."

Additionally, ticket states can change dynamically based on customer activity, such as when a customer sends a follow-up response.

SLA Timers and Paused States

Some ticket statuses can pause the SLA timer to reflect the actual time agents spend working on tickets, without being affected by delays outside their control.

Example: The "Pending" Status

• When a ticket is set to "Pending," the SLA timer can be paused.
• This is especially useful for tickets awaiting a customer response, ensuring these delays don’t negatively impact SLA metrics.
• The SLA timer resumes once the ticket is moved back to an active state (e.g., "Open").
  
  
  

Benefits of SLA Timer Management

• Accurate SLA Tracking: By pausing timers for specific statuses, your SLA metrics represent the actual working time spent by agents.
• Enhanced Productivity: Prioritize tickets that need immediate attention while minimizing the impact of tickets on hold.
• Improved Customer Experience: Focus on active tickets to meet response and resolution deadlines effectively.