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6.24. Example: Monitoring SLA Response Times

Updated: 3 Sep 2026, 09:39 PM EDT

Scenario

The team must respond to equipment issues within 24 hours. The lead wants the requests at risk, oldest first.

Why this works

Sorting oldest-first with the count above the Inbox means the team sees the size of the backlog and can work down it in order.

The Show Urgent Requests: Inline step matters and is easy to miss. By default, HelpSpot pulls urgent requests to the top of every filter, which overrides your Order — so an "oldest first" queue is not actually oldest-first until you set this. Leave it At the top if you would rather urgency won.

Using Minutes since last update rather than a date condition means requests with any recent activity — including internal notes — drop out, keeping the filter to genuinely stalled work.

Setup

On the Filter tab. Each condition is added with the + icon (Add condition) below the condition box; none of them needs a sub-condition group.

• Filter Name: Equipment — Needs Response
• Match all of the following conditions:
  • Open/Closed → open
  • Category Is Equipment
  • Reporting Tags → the Equipment / Issues pair
  • Minutes since last update Greater than 1440 (24 hours)
• Tick Display count in Workspace

On the Options tab:

• Order: Last Update, Ascending
• Tick Display filter above Inbox in left navigation
• Set Show Urgent Requests to Inline

Category, status and reporting tag names in this example are placeholders — substitute the ones your installation actually uses.

Resulting logic

Open = Yes
AND Category = Equipment
AND Reporting Tag = Equipment / Issues
AND minutes since last update > 1440

Knowledge Tags

examples  /  SLAs  /