sla-management

To set SLA targets, you configure customizable policies per customer or ticket type, defining specific response and resolution times. The system automatically applies these targets across helpdesk workflows based on your business rules and contracts.

SLA breach prediction monitors active ticket clocks against your defined response and resolution targets. It proactively raises alerts when a service level commitment is at risk, enabling timely escalation paths before an actual breach occurs.

Yes, SLA policies support configurable business-hour handling. You can define targets that only count specific operating hours, ensuring response and resolution clocks automatically pause outside your designated support coverage window.

You generate audit-ready logs by using the built-in performance reporting feature. It automatically tracks all SLA clock events, breach alerts, and escalation paths, producing compliance reports aligned with your contract policies.

Yes, the system enforces automated escalation paths for tickets approaching or breaching SLA targets. It raises breach alerts and routes tickets according to your predefined business rules to prevent missed commitments.