SLA Management in Trello: How to Set Up SLA Policies

Service Level Agreements (SLAs) define how quickly your team should respond to and resolve requests. With Hipporello’s SLA Management add-on, you can set response and resolution targets for the requests that land on your Trello board, track every ticket against them in real time, and automatically notify your team before a target is missed — so nothing slips through the cracks.

How SLA Tracking Works

Every SLA policy has two optional targets:

• Time to first response: How long a requester should wait for the first reply from your team.

• Time to resolution: How long it should take to fully resolve the request.

For each target, you set two thresholds. When the Warning time is reached, the ticket is marked At Risk. When the Breach time is reached without a response or resolution, the ticket is marked Breached. Until then, it stays On Track.

Step-by-Step Guide

1. Install the SLA Management Add-on

1. Open Hipporello Admin from your Trello board, or go to admin.hipporello.com.

2. From the left menu, click Add-ons.

3. Find SLA Management and click Get Started. The add-on is free.

4. Once it’s installed, SLA Management appears in your left sidebar.

2. Create an SLA Policy

1. Go to SLA Management and click Create SLA Policy (or Add New if you already have policies).

2. Enter a Policy Name, for example Urgent Bug Report.

3. Under Place this policy, choose where it sits in your policy list. Policies are applied in order of priority, from top to bottom, so place your most specific policies at the top.

3. Define Conditions for Matching Tickets

Conditions decide which tickets the policy applies to. If you don’t add any conditions, the policy applies to all tickets by default.

1. Click + Condition, then Select Property.

2. Choose a field. SLA conditions read your Trello card fields and properties, such as a Priority or Status custom field, so you can target exactly the cards you need.

3. Pick an operator and value. For example: Priority in High.

4. By default, All Conditions below must match. You can add more conditions with + Condition, or use + Group to build more advanced rules.

4. Set Your Targets

Turn on Time to first response and/or Time to resolution, then enter a Warning and a Breach time for each. You can use minutes, hours, days or weeks.

For example, for urgent bug reports you might set a first response warning at 30 minutes and a breach at 1 hour, and a resolution warning at 24 hours and a breach at 48 hours.

5. Automate Notifications

In the Automation section, Hipporello creates ready-to-use rules for at-risk and breached SLAs:

• Rule #1: First response time is at risk

• Rule #2: Resolution time is at risk

• Rule #3: First response time is breached

• Rule #4: Resolution time is breached

Each rule follows a simple When → Then flow. For example, When Request SLA is at risk for the Time to first response SLA type, Then Send Message to Team Members.

• Choose the Notification Recipients, such as All Team Members.

• Customize the email content. You can use variables like {Request ID}, {Card Name}, {SLA Name} and the SLA status, so every message includes the ticket details your team needs.

• Use the toggle next to each rule to turn it on or off, or click + New Rule to add your own.

6. Create and Publish the Policy

1. Click Create. Your policy is saved as a Draft, and you can still edit its Conditions, Targets and Automations from the tabs at the top.

2. When everything looks good, click Publish. The policy will appear as Published in your SLA Policies list.

Tracking SLAs on Your Tickets

Once a policy is published, every new request that matches its conditions is tracked automatically.

• Go to All Tickets. The Time to First Response and Time to Resolution columns show each ticket’s SLA status: On Track, At Risk or Breached.

• Hover over a status to see the matched SLA policy and its warning and breach times.

• If the warning time passes without a response, the status changes to At Risk and your team receives the at-risk email. If the breach time passes, it changes to Breached and the breach email is sent.

• Each notification email includes a View Trello Card link, so your team can jump straight to the card and respond.

To see your overall performance, open the Dashboard, where you can track metrics like average first response time and average resolution time.

Test Your SLA Policy

1. Open one of your forms and submit a test request that matches your policy’s conditions, for example with Priority set to High.

2. Go to All Tickets and confirm that the new ticket has matched your policy and shows On Track.

3. Leave it without a reply. When the warning and breach times pass, you’ll see the status change and receive the at-risk and breached emails.