Workspace
SLA Monitor
See what’s due soon, what’s breached, and which policies are driving targets—so you can prioritize and prevent violations.
Active SLA policies
Source: api:/api/sla/policies
| Policy | Channel | Category | Priority | First response | Resolution | Warning window | Active |
|---|---|---|---|---|---|---|---|
| Standard Support (Email) | general | normal | 120 | 2880 | 60 | ||
| P1 Incident (All Channels) | any | incident | urgent | 15 | 240 | 15 | |
| Billing (Chat) | chat | billing | high | 30 | 720 | 30 |
Overview
Tickets at risk
Operational queues to prevent breaches and reduce backlog.
Due soon (next 2 hours)
Source: api:/api/tickets?filter=sla_due_soon
| Ticket | Subject | Priority | Status | Owner | First response due | Resolution due |
|---|---|---|---|---|---|---|
| TCK-10421 | Login loop after SSO update | urgent | open | agent_12 | 2026-02-28T15:30:00Z | 2026-02-28T18:00:00Z |
| TCK-10408 | Invoice shows incorrect tax rate | high | pending | agent_07 | 2026-02-28T16:10:00Z | 2026-02-29T02:00:00Z |
| TCK-10397 | Webhook retries causing duplicate events | normal | open | agent_03 | 2026-02-28T16:45:00Z | 2026-03-01T16:00:00Z |
Breached (open)
Source: api:/api/tickets?filter=sla_breached_open
| Ticket | Subject | Priority | Status | Escalation | Due at | Last activity |
|---|---|---|---|---|---|---|
| TCK-10312 | Production outage: API 500s | urgent | open | 2 | 2026-02-28T12:00:00Z | 2026-02-28T13:40:00Z |
| TCK-10288 | Data export stuck at 99% | high | pending | 1 | 2026-02-27T22:00:00Z | 2026-02-28T09:15:00Z |
Create an SLA policy
Define targets and warning windows to standardize response and resolution expectations.