The SLA column keeps your Tickets board honest about time to resolution. See what’s on track, what’s paused (waiting for customer or outside working hours), and what needs attention now, along with the total time passed for each ticket, right where you work on monday service.
What it is
The SLA (Service Level Agreement) column measures time to resolution—the period from when a ticket is created until it’s marked as resolved. You choose which statuses pause the clock (for example, Awaiting customer). The column shows clear indicators so you can see at a glance whether a ticket is Within, Paused, or Breached.
When you create a new SLA column, a Total time passed column is also created, counting upward and tracking the total time passed for the ticket.
Working hours
Before setting up your SLA column, make sure your working hours are correctly defined. SLA time counts only during the hours you define, and it pauses automatically outside those hours and on non-working days. This keeps your targets aligned with when your team is actually available.
To review or edit your organization’s working hours, click your Profile picture, open the Admin section and select Work schedule:
How to set up the SLA column
Once your account schedule and timezone are set, you can add and configure the SLA column directly on your Tickets board.
1 Open your Tickets board
2 click + Add column, navigate to More columns
3 Search for SLA – Time to Resolution in the Column Center
After adding the column, choose the status column that defines how your team measures resolution (for example, Priority, Request type, or Sentiment):
Set target times for each label, and create a fallback “Anything else” target:
You can also pause tracking when the ticket is Waiting for customer or any label you choose:
Last, choose the SLA timezone from the dropdown. The selected timezone controls how the live timer counts time and when a breach occurs. You can change it at any time. Pick the timezone that your policy uses for reporting so breach calculations align with your team’s day.
When you create a new SLA column, a Total time passed column is automatically added to your board. This column counts upward and tracks the total time passed for the ticket. The Total time passed column follows the same rules as its parent SLA column. It starts, stops, and pauses based on the same conditions you set, including pausing statuses and working hours.
See it in action
Once configured, the SLA column shows a live timer badge for each ticket, updating automatically as statuses change. The timer counts down to the target and, when the target is missed, displays the overdue time. Each badge reflects the current state: Within, About to breach, Breached, or Paused.
The Total time passed column updates alongside the SLA column, using the same start, stop, and pause conditions. It’s especially helpful for reporting, since you can use it in dashboards to measure how long different types of tickets take to resolve.
To edit the SLA settings for a board, open the column menu (the three dots), select Settings, and then select Customize SLA column.
If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.