SLA TRACKINGBusiness-hours-aware · automated escalations

An SLA clock that doesn't lie.

Set business calendars, exclude configured holidays, and warn your team before a deadline becomes a breach. Ticaga keeps every SLA clock tied to the way your support team actually works.

See pricing → $ view core features

// CORE WORKFLOW

Built into the ticket view, not bolted on beside it.

SLA Tracking is part of Ticaga's core ticket workflow. Operators see the current SLA status, matched policy, and resolution target where they already work: inside the ticket sidebar.

Visible on every tracked ticketStatus, policy, deadline

Uses the ticket's department and priorityAutomatic policy match

Updates as the conversation movesPause, resume, resolve

●support.acme.io/tickets/show/37198

Ticket view showing SLA status, SLA policy, and resolution deadline in the ticket sidebar

// 01 — TIMERS

Three clocks.
One clear answer.

Track the initial response, the next operator reply after every customer message, and the final resolution. Each active clock stays visible on the ticket so the team knows what needs attention next.

First-response and resolution targets on every tracked ticket
Optional next-reply target reset after each customer response
Automatically pause while awaiting the customer
Resume deadlines when the customer replies

First response4h target

1h 18m elapsed · 2h 42m remaining

Next replyAT RISK · 80%

1h 36m elapsed · 24m remaining

Resolution3d target

10h 04m elapsed · 2d 13h remaining

POLICY MATCHING

Technical High
Technical · high priority1h response
8h resolution

Technical Standard
Technical · medium priority4h response
3d resolution

Default Support
Fallback policy · all departments1d response
5d resolution

Business calendarMon–Fri 08–18 GMT

Client-group overrideMANAGED HOSTING → PRIORITY SUPPORT

// 02 — POLICIES

Match the policy.
Count the right hours.

Apply policies by department and priority, then choose whether each deadline runs continuously or only inside a business calendar. When Client Groups is installed, a group can select its own SLA policy override.

Department and priority policy matching
Default fallback policy when no specific match exists
Business calendars with timezone-aware working hours
One-off, recurring, and global holidays

// 03 — ESCALATION

Tell us before we miss it.

Create escalation rules for first-response and resolution deadlines. When a monitored warning threshold is reached, Ticaga can notify a channel, queue a signed webhook delivery, and update the ticket automatically.

Rules for first-response and resolution SLA warnings
Post alerts to Slack or Discord webhook destinations
Queue signed webhook deliveries (HMAC-SHA256)
Raise priority, reassign to a manager, or add an internal note

⚠

SLA warning · 80%

#KZQR/30192 — 48m to first response · technical

12:14 GMT

            → ping @on-call-tech (Slack)

            → queue signed webhook delivery

            → increase priority to high

            → add internal note to ticket

// SHIP IT

Trust your SLA again. See the whole picture.

Track compliance trends, department performance, employee results, priorities, and breach reasons from one self-hosted SLA dashboard.

See pricing → $ back to features