SLA Tracking

Set clear response and resolution targets, monitor SLA health in real time, and automate escalations before breaches happen.

Set response and resolution targets by department or priority, with business-hour and holiday rules built in.

Give agents live SLA status on each ticket, with countdowns, warnings, and breach indicators before deadlines are missed.

Automate actions at SLA thresholds, then track compliance, team performance, and breaches with export-ready reports.

Business Hours

Set working hours, weekends, and holidays so SLA timers only run during your defined support schedule.

See SLA policy and status directly in the ticket view so employees can verify compliance while replying.

Track first-response and resolution performance by team, priority, and department with export-ready reports.