Quick tipHow toService Hub

SLAs and working hours in help desk

SLA clocks follow your working hours.

Subscription
Service Hub; property-based SLA goals need Enterprise
Permissions
Help desk settings access
Time
4 min · Intermediate
Last verified

Short answer

HubSpot's KB: SLA goals set response and resolution targets for help desk tickets. Using SLAs adds four properties, including Time to First Response SLA Due Date and Status. Time to first response in SLA hours and Time to close in SLA hours are populated for help desk tickets only. Goals based on combinations of ticket properties need Enterprise.

1. Availability

Help desk availability in my demo portal.

Availability Management with filters, user status, and ticket capacity columns highlighted
Filters (1), status (2), and capacity (3).

2. Escalation

HubSpot suggests a ticket workflow triggered by an SLA status property.

3. Related

Ticket reports.

Sources

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