SLA breach dashboard
Tracks every customer SLA with live countdowns. Alerts the owner at 75 percent consumed, not after the breach.
Possibilities
Where this could go
Live Countdowns, Not Postmortems
Every open ticket with an SLA shows how much time remains. Coral when the clock is running out. Before the breach, not after.
- Per-ticket countdown visible on the board
- Coral warning at 75 percent consumed
- Red at breach with automatic escalation
Escalate Before It Breaches
At the warning threshold, the owner gets pinged with one-click escalation to a senior agent. No more surprise breach reviews.
- Slack or email ping at 75 percent consumed
- One-click escalation to senior or manager
- Escalation creates a handoff note with context
Learns What Breaches
Tracks which ticket types, customers, and agents contribute to breaches. Helps you tune SLA policies and staffing.
- Breach breakdown by category, customer segment, agent
- Hourly and daily patterns surfaced
- Suggested policy tweaks based on actual data
Questions
Things people ask
Which ticket systems does this support?
Zendesk, Intercom, Freshdesk, HubSpot Service Hub, Help Scout, Gorgias, Kustomer, and ServiceNow. Custom systems with an API also work.
How are SLAs defined?
Per customer tier, per ticket priority, or per product line. We import your existing SLA policy during onboarding and you can refine rules without code.
What counts as paused time?
Waiting on customer, off-hours, and holidays are configurable. Most teams pause the clock when the ticket is in customer-waiting status and resume on reply.
Who gets the warning?
The assigned agent first, then the team lead if the agent does not acknowledge. You can also route by on-call schedule so after-hours coverage is clean.
Can we adjust thresholds per team?
Yes. Different teams handle different SLAs so the warning threshold, auto-escalation, and breach behavior can all be set per team.
How are breaches reviewed?
Every breached ticket gets a postmortem template with the timeline, contributing factors, and suggested policy changes. Your team adds the specifics, the data is already there.
Does this replace our ticketing system?
No. It sits on top of it. Your agents still work inside Zendesk or Intercom. The dashboard is the control plane for SLA management.
