Surface SLA breaches for support leaders
Pull open tickets, compare elapsed time against SLA targets, and email the support leader a digest of breaches ranked by severity.
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On a schedule (every [digest frequency, e.g. daily at 8am]), retrieve open and recently closed tickets from [help desk or ticketing system], including each ticket's priority, account tier, assigned owner, creation time, and first response and resolution timestamps. For each ticket, look up the applicable response and resolution targets in [SLA policy table source, e.g. spreadsheet or database] using its priority and account tier, and calculate elapsed time to determine whether either target has been crossed. Filter to breached tickets only, rank them by severity and by how far past target they sit, and compile them into a formatted digest listing the ticket reference, customer, assigned owner, and overdue duration for each entry. Send the completed digest to the customer support leader via [email platform].
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Problem
Support managers manually scan open ticket queues, compare each ticket's elapsed time against the response and resolution targets that apply to its priority and account tier, and note which ones have missed. Because the check only happens when someone finds time to run it, breaches surface long after they occur, and the leader often hears about an overdue ticket from the customer rather than from their own queue.
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Solution
On a daily schedule, the automation pulls open and recently closed tickets from the help desk, looks up the applicable response and resolution targets in the SLA policy table by priority and account tier, and calculates elapsed time to identify every ticket that has crossed its target. Breached tickets are ranked by severity and by how far past target they sit, then compiled into a formatted digest listing the ticket reference, customer, assigned owner, and overdue duration. The digest is emailed to the customer support leader.
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Impact
Support leadership starts each day with a ranked view of every SLA breach, so overdue tickets get chased the same day instead of resurfacing as customer escalations.
Benefits
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Daily breach visibility
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No manual queue checks
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Consistent SLA measurement
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Faster overdue ticket chasing
Solutions
Adapt at speed with visual-first automation and AI
Make drives efficiencies, solves problems, and speeds innovation by breaking down silos across your business.
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