Operational overview
Give support leaders a real-time view of SLA performance so they can spot breaches early, understand trends, and tune policies and escalation rules.
SLA status by queue
Recent SLA breaches
#4821 • Login failing for multiple users
Resolution SLA breached by 1h 12m • Priority: High • Queue: Technical Escalations
#4799 • Invoice amount incorrect
First response SLA breached by 23m • Priority: Medium • Queue: Billing
#4763 • SSO integration not working
Resolution SLA breached by 3h 05m • Priority: Urgent • Queue: VIP / Enterprise
SLA policies & escalation rules
Give support leaders a real-time view of SLA performance so they can spot breaches early, understand trends, and tune policies and escalation rules.
Active SLA policies
Common escalation patterns
Warn at 50% of SLA
Send a heads-up to the assignee and team lead when a ticket is halfway to breaching.
Auto-reassign stuck tickets
Move tickets with no update for 2+ hours to an escalation queue.
Page on-call for VIP breaches
Trigger high-urgency notifications when VIP tickets breach resolution SLAs.
Create a new SLA policy
Give support leaders a real-time view of SLA performance so they can spot breaches early, understand trends, and tune policies and escalation rules.