What it covers
Make breaches and deadlines visible while retaining the history behind a ticket.
Service and delivery
Service SLAs
Track response and resolution targets across the service workflow.
How it works
Keep service deadlines visible while work is open
Track response and resolution targets in the ticket workflow. Teams can see upcoming deadlines and breaches while retaining the history behind each service request.
In practice
Review target status and ticket history together.
When to use it
Useful situations
- Spot tickets approaching a response target.
- Review a breach with the timeline behind it.
- Use targets to organise service work without replacing judgment.
A working path
How the work moves
Set policy
Configure the response and resolution expectations available to the workspace.
Monitor
Review deadlines and breach status from the ticket workflow.
Respond
Open the ticket, assign work and record the action taken.
Illustrative scenario
overdue first response
A team lead filters breached tickets, reassigns one to an available agent and uses the history to understand the delay. The lead can distinguish an approaching target from a missed one, open the underlying ticket and decide whether reassignment, escalation or a customer update is appropriate.
Before you start
What to check
- Targets depend on configured service policy and plan access.
- An SLA status is an operational signal, not an automatic customer response.
What does a breach change?
It makes the deadline visible; staff still decide and perform the next action.
Can we inspect the reason?
Yes, the ticket timeline remains available for permitted users.
Get started
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