What's the difference between Overdue and SLA Breach?
Three different flags describe a late ticket, and they measure different deadlines. Confusing them is the usual reason a ticket looks late but is not flagged.
Flag | Means |
Overdue | The ticket is still open and past its resolve-due date, with the timer not paused. |
SLA Breach | The ticket is past its response-due date, still unassigned and not closed. |
Response Overdue | No agent has replied yet and the first-response deadline has passed. |
In short: Overdue is about resolution time, the other two are about first response.
Why a late ticket is not flagged red
Two behaviours explain almost every case:
- You have already replied. Response Overdue only flags when there has been no first reply and the deadline has passed. Once you answer, the ticket stays clean.
- The timer is paused. While an SLA timer is on hold, the ticket will not show a red due-date flag even if the clock time has passed.
Reporting on these
SLA figures are available as columns when you build a report - response and resolution times, and whether each ticket was resolved or responded to within SLA. See Build a custom report for the full column list.
