SLA Tracking Overview
SLA (Service Level Agreement) tracking monitors how quickly your team responds to tickets. TixBot measures first response times and rates performance so you can identify where support is slow and where it excels.
âšī¸Business feature
SLA tracking and analytics are available on the Business tier.
What TixBot Tracks
| Metric | Description |
|---|---|
| First response time | Time between ticket creation and first staff reply |
| Resolution time | Time between ticket creation and ticket close |
| Tickets opened | Total tickets opened in the selected period |
| Tickets closed | Total tickets closed in the selected period |
| Average response time | Mean first response time across all tickets |
Performance Ratings
TixBot assigns a performance rating based on your average first response time. This gives you an at-a-glance indicator of how well your team is keeping up with tickets.
| Rating | Average first response time |
|---|---|
| Excellent | Under 15 minutes |
| Good | 15 minutes to 1 hour |
| Fair | 1 to 4 hours |
| Needs improvement | Over 4 hours |
Why SLA Tracking Matters
- âĸAccountability â staff know their response times are being measured
- âĸIdentify bottlenecks â see which ticket types or time periods have slow response
- âĸSet expectations â data to back up your SLA commitments to customers
- âĸImprove over time â track whether response times are getting better or worse week on week
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