Build a Custom SLA Dashboard in monday.com with Time in Status
The Challenge: Support Tickets Without Clear Deadlines
Customer support teams often handle dozens of tickets at once – from “Payment not processed” to “Request a demo.”
When every request has a different urgency level, it becomes hard to know which ones are close to breaching their SLA.
That’s why building a Custom SLA Dashboard in http://monday.com is essential – it gives teams real-time visibility into which tasks are On Time, At Risk, or Overdue, helping them stay proactive instead of reactive.
That’s exactly what was happening in a busy customer support team using http://monday.com .
They had all their tickets in one board but no clear visibility into which tasks were about to go Overdue, which were still On Time, and where delays were happening.
They needed a timing tool that could automatically measure how long items stayed in each status – without switching to spreadsheets or third-party timers.
Before starting, check that
Time in Status app activated on the board. You can read the full installation guide here.
⚙️ The Solution: Custom SLA Tracking with Time in Status
The team decided to use Time in Status to implement a simple but powerful http://monday.com SLA tracking system.
With it, they could visually monitor response times, resolution times, and tickets nearing their deadlines – directly on their monday board.
Here’s how they set it up 👇
🧩 Step 1: Define SLA Rules
They opened the Set SLA panel, and created two SLA timers:
This setup gave them a clear, color-coded view of which tasks needed attention before the SLA expired.
These metrics helped them evaluate workflow visibility and measure team productivity analytics across multiple boards.
📊 Step 2: Visualize Time in Status
Using the Time in Status report view, they can now see exactly how long each ticket spends in every stage – New, Working on it, Waiting for Client, or Closed.
Example from dashboard:
With one look at their Custom SLA Dashboard, managers can identify:
Which tickets are falling behind,
Who is responsible,
And which workflows need optimization.
⚡ Step 3: Improve Team Response and Accountability
Thanks to visual highlights and SLA timers, the team no longer misses deadlines or loses track of urgent requests.
Overdue tasks are flagged automatically, while On Time ones show steady performance – keeping the entire team aligned.
They also use the dashboard for weekly reviews to analyze:
Average resolution time,
% of tickets resolved before SLA expiration,
Bottlenecks by status (e.g., too long in “Waiting for Client”).
🧠 The Impact
By adding Time in Status with http://monday.com SLA tracking to their support board, the team achieved:
✅ 40% faster response times
✅ Fewer missed SLAs
✅ Better workload distribution among agents
✅ Clear performance insights for management
This setup also improved workflow visibility, helping every agent understand priorities at a glance and stay proactive in meeting deadlines.
Building an SLA dashboard in http://monday.com is more than just measuring time – it’s about creating visibility and accountability for your whole team.
With Time in Status, you can set precise deadlines, define custom metrics, and use a powerful timing tool to monitor progress in real time.
Turn every support board into a live performance dashboard – where every color, timer, and metric helps you deliver faster, smarter service.
🚀 Haven’t tried it yet? Get started today with the Time in Status app for monday.com.
The Time in Status app transforms http://monday.com boards from simple task lists into a performance analytics hub. When you track time in Status by Board, you gain actionable http://monday.com board insights, improve collaboration, and make smarter decisions that move projects forward faster. With visual dashboards and flexible charting options, your team will not only see the data but also understand the story behind it – powering sustainable http://monday.com workflow efficiency.