Queue-Level SLA Health
Enable support leads and managers to monitor SLA performance, spot breaches and at-risk tickets, and take corrective action across all queues.
SLA by Queue
| Queue | Open Tickets | First Response Met | Resolution Met | Breaches (24h) | Health |
|---|---|---|---|---|---|
| General Support | 64 | 95% | 90% | 3 | Healthy |
| Billing | 31 | 89% | 82% | 4 | Watch |
| Priority / VIP | 12 | 100% | 96% | 0 | On track |
| Technical Escalations | 21 | 78% | 71% | 2 | At risk |
At-Risk & Breached Tickets
Enable support leads and managers to monitor SLA performance, spot breaches and at-risk tickets, and take corrective action across all queues.
Tickets Needing Attention
[#4821] Login failing for multiple users
Queue: Technical Escalations · Priority: High
[#4799] Invoice discrepancy for enterprise account
Queue: Billing · Priority: Urgent
[#4813] Cannot update payment method
Queue: Billing · Priority: Medium
[#4802] SSO configuration assistance
Queue: General Support · Priority: Low
SLA Definitions in Use
Enable support leads and managers to monitor SLA performance, spot breaches and at-risk tickets, and take corrective action across all queues.
Active SLA Policies
| SLA Name | Applies To Queue | First Response Target | Resolution Target | Business Hours Only | Status |
|---|---|---|---|---|---|
| Standard Support | General Support | 60 min | 24 hours | Yes | Active |
| Billing Critical | Billing | 30 min | 8 hours | Yes | Active |
| VIP Priority | Priority / VIP | 15 min | 4 hours | No | Active |
| Escalations | Technical Escalations | 45 min | 48 hours | Yes | Active |
SLA Alert Thresholds
Enable support leads and managers to monitor SLA performance, spot breaches and at-risk tickets, and take corrective action across all queues.