Two targets for each case
Track time to first response and time to resolution.
- First-response target
- Resolution target
- Configuration by priority
Customer service SLAs
Visible deadlines to respond and resolve before it is too late
Turn service commitments into target times the team can see on every ticket.
Pause while waiting for customers
Avoid consuming resolution time while external information is missing.
- Optional pause in “Pending customer”
- Resume on reply
- Visible status
Warnings that let you act early
Scheduled checks detect tickets approaching a breach.
- Inbox indicators
- SLA warning event
- Priority automation available
Frequently asked questions
Which times can be measured?
First response and resolution.
Can the SLA be paused automatically?
A pause can be configured while the ticket is pending customer input.
Do automations send or assign tickets?
No. They currently apply priority changes when configured events occur.
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