---
title: Keep Track of Aging Conversations
description: "Keeping track of aging conversations help your team live up to your customer support #squadgoals, and help your customers feel like they can trust you to get things done. While we don’t have an offici"
---
[Skip to content](https://hsdemo.frodx.com/en/knowledge/keep-track-of-aging-conversations#main-content)
English
Show submenu for translations
.png?width=550&height=171&name=frodx-logo-new%20(1).png)
- [Sample Contact Page](https://hsdemo.frodx.com/sample-contact)
- [Sample About Page](https://hsdemo.frodx.com/sample-about)
- [Default HubSpot Blog](https://hsdemo.frodx.com/biglytics-blog)
Open main navigation
Close main navigation
- [Sample Contact Page](https://hsdemo.frodx.com/sample-contact)
- [Sample About Page](https://hsdemo.frodx.com/sample-about)
- [Default HubSpot Blog](https://hsdemo.frodx.com/biglytics-blog)
- English
Show submenu for translations
- Contact us
Contact us
How can we help you?
- There are no suggestions because the search field is empty.
1. [Help Center](https://hsdemo.frodx.com/en/knowledge)
2. [Help Desk](https://hsdemo.frodx.com/en/knowledge/help-desk)
3. [Productivity](https://hsdemo.frodx.com/en/knowledge/help-desk#productivity)
# Keep Track of Aging Conversations
Keeping track of aging conversations help your team live up to your customer support #squadgoals, and help your customers feel like they can trust you to get things done.
While we don’t have an *official* SLA feature in Help Scout, you can create something SLA-*like* using a combination of a few different features that we *do* offer, including [Workflows](https://docs.helpscout.com/article/22-using-workflows) and [Report Views](https://5256150.hs-sites.com/knowledge/use-views-to-filter-reporting-data).
#### In this article
- [Workflows](https://hsdemo.frodx.com/en/knowledge/keep-track-of-aging-conversations#workflows)
- [Tags and Folders](https://hsdemo.frodx.com/en/knowledge/keep-track-of-aging-conversations#tags)
- [Reports Views](https://hsdemo.frodx.com/en/knowledge/keep-track-of-aging-conversations#reports)
### Workflows
Set up a time-based Workflow based on the [Waiting Since](https://5256150.hs-sites.com/knowledge/about-waiting-since) condition: **Waiting Since is longer than X hours (or days)**
You can set up SLAs for all of your customers this way, or you can only set them for certain customers by [Tag](https://5256150.hs-sites.com/knowledge/create-and-manage-tags) or [Custom Field](https://5256150.hs-sites.com/knowledge/work-with-custom-fields) values, like a VIP.
- Add Tag \> **overdue**
- Send Email Notification \> Help Scout User \> Current Assignee
- Copy to Folder \> **Overdue Conversations**
If you want to send a reminder email for team members getting *close* to SLAs, copy the workflow, and move up the time based Workflows by one hour. Edit the Actions to the following:
- Add Tag **near-due**
- Copy to Folder **Near Due Conversations**
### Tags and Folders
The Tag will give a visual indication in the mailbox which conversations are near or over the SLA timeframe, and the [custom folders](https://docs.helpscout.com/article/20-create-folders-using-workflows-to-organize-conversations) will organize them in one easy to find place. You can use the *Copy Workflow* functionality to set these for different time frames to stack.
### Reports Views
When it comes to reporting against your SLAs, [Reports Views](https://5256150.hs-sites.com/knowledge/use-views-to-filter-reporting-data) will help you pinpoint exactly how many conversations are brushing up against your SLAs, or if your team ever reach them. Here's how you can track key metrics on those:
- If you set your Reports Views to filter by your **Near Due** folder, you'll get all of your Reports through the lens of current conversations *close* *to* the SLA
- If you set your Reports Views to filter by **Overdue** folder, you'll get all of your Reports through the lens of current conversations *reaching* the SLA
- If you set your Reports Views to the tag **overdue**, you'll get your Reports through the lens of every conversation that has *ever* hit your SLAs
Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.Yes No No results found
- [Docs](https://hsdemo.frodx.com/en/knowledge/docs#main-content)
- [Working with Docs](https://hsdemo.frodx.com/en/knowledge/docs#working-with-docs)
- [Formatting Content](https://hsdemo.frodx.com/en/knowledge/docs#formatting-content)
- [Managing Docs in Help Scout](https://hsdemo.frodx.com/en/knowledge/docs#managing-docs-in-help-scout)
- [Help Desk](https://hsdemo.frodx.com/en/knowledge/help-desk#main-content)
- [Mobile Apps](https://hsdemo.frodx.com/en/knowledge/help-desk#mobile-apps)
- [Getting Started](https://hsdemo.frodx.com/en/knowledge/help-desk#getting-started)
- [Productivity](https://hsdemo.frodx.com/en/knowledge/help-desk#productivity)
- [Mailbox and User Settings](https://hsdemo.frodx.com/en/knowledge/help-desk#mailbox-and-user-settings)
- [Working with Conversations](https://hsdemo.frodx.com/en/knowledge/help-desk#working-with-conversations)
- [Account Management](https://hsdemo.frodx.com/en/knowledge/help-desk#account-management)
- [Integrations](https://hsdemo.frodx.com/en/knowledge/help-desk#integrations)
- [Copying Email to Help Scout](https://hsdemo.frodx.com/en/knowledge/help-desk#copying-email-to-help-scout)
- [Reporting](https://hsdemo.frodx.com/en/knowledge/help-desk#reporting)
- [Sample Contact Page](https://hsdemo.frodx.com/sample-contact)
- [Sample About Page](https://hsdemo.frodx.com/sample-about)
- [Default HubSpot Blog](https://hsdemo.frodx.com/biglytics-blog)
[.png?width=550&height=171&name=frodx-logo-new%20(1).png "FrodX")](https://en.frodx.com/)
[mailto:email@email.com](mailto:email@email.com)
Copyright © 2026, GateHub Ltd