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Ticketing System

How can I track SLA for a certain label?


To track SLA for a certain label (e.g. "Quality Issue") you first need to enable SLA tracking for that label.
You can do this with 2 steps:
1. In the Ticketing, click on the Labels button, hover the relevant label and click on "Edit":

2. Go to the SLA tab, Mark the "Track SLA Statistics for this label" and click on the "Save" button:
3. You can schedule custom tracking time, mark "Use custom SLA goals for this label" and set the time according to your preference: 
Once you have the SLA tracking enabled, you'll start seeing data in the Label Statistics (under the Analytics => SLA):

From that point you can click on the figure under the "Tickets" column and select the relevant target date: