Currently, any new changes made to SLAs in the Help Desk are applied to new tickets only. This new feature gives admins the option to apply SLA changes to existing tickets. Teams can retroactively align in-flight tickets with their latest SLA configurations without manual intervention.
Customers expect the ability to configure SLA goals that apply to their current tickets, not just new ones. This allows them to establish new goals and immediately reflect them in active workflows, ensuring reporting accuracy and consistent expectations for agents and managers alike.
When creating or editing an SLA goal in Help Desk Settings, users will now have the option to apply to new tickets only, or apply to new and existing open tickets:
Note: for existing open tickets, SLA goals that have already been met won't be updated. SLA goals with remaining time will be updated based on the new settings.
Service Hub Professional, Service Hub Enterprise