Service SLA breach dashboard
Live view of every open ticket with time to first response and resolution clocks. Breaches escalate automatically.
Possibilities
Where this could go
Real Time Service Level Tracking
Monitor every open ticket with live countdown clocks for first response and final resolution deadlines.
- Track first response times
- Monitor resolution deadlines
- View open ticket statuses
- Filter by priority level
Automated Breach Alert Escalations
Trigger immediate notifications to management when a ticket approaches or exceeds its service level agreement.
- Set warning thresholds
- Trigger management alerts
- Route breached tickets
- Log escalation events
Customizable Service Level Agreement Rules
Pull live ticket data directly from your existing customer support platforms into a single unified view.
- Connect Zendesk accounts
- Sync Jira Service Desk
- Unify multiple queues
- Refresh data automatically
Questions
Things people ask
Which ticketing systems does this dashboard integrate with?
We build integrations for major platforms like Zendesk, Jira Service Management, and HubSpot. We can also connect to custom internal tools via REST API. This ensures all your ticket data flows into one central view.
How are the countdown timers calculated?
The timers read the creation timestamp and priority level directly from your ticketing system. The dashboard applies your specific business hours and service level rules to calculate the exact deadline. Timers update in real time as the deadline approaches.
What happens when a ticket breaches its service level agreement?
You can configure custom rules for different clients, priority levels, and ticket categories. We let you define exact business hours and holiday schedules so the countdown clocks only run when your team is actually working.
Can we set different rules for different clients?
Yes. The system allows you to define custom service level agreements based on client tiers or specific contracts. Premium clients can have shorter response requirements that are tracked independently from standard tickets.
Does the dashboard account for business hours and holidays?
The system includes a configurable calendar for your operating hours and company holidays. Timers automatically pause outside of these hours if your service level agreements allow it. This prevents false breaches over weekends or scheduled closures.
How frequently does the dashboard data refresh?
The dashboard uses webhooks to receive updates the moment a ticket changes in your helpdesk. If webhooks are not supported by your platform, we configure high frequency API polling. This ensures your team always sees the most current deadlines.
Can we export the breach data for performance reviews?
All historical ticket data and breach events are stored securely in a database. You can export this data as CSV files or connect it to reporting tools like Tableau or Looker. This makes it easy to review team performance over time.
