Routing, SLAs and automation · Autessa Support Desk
SLA management
Autessa Support Desk includes SLA management: each priority gets a first-response SLA (hours to the team’s first public reply, never paused) and a resolution goal (hours a ticket may spend open, paused while waiting on the customer). Every ticket shows on track, at risk, breached or met.
The problem it solves
Promises nobody is measuring
Telling customers “we reply within four hours” means nothing if nobody sees the clock. And a resolution timer that keeps running while you wait three days for a customer’s screenshot punishes the team for the customer’s silence.
What you get
- Two targets per priority: first response (SLA) and resolution goal, set in hours (decimals like 0.5 work).
- The resolution clock pauses when a ticket waits on the customer and after it is resolved, and finished pauses are excluded from resolution time.
- A ticket is at risk in the final quarter of its window, then breached when the deadline passes.
- The same SLA arithmetic drives the row chip, the ticket header, the board card, the dashboard and the background breach check, so they never disagree.
- Customer plans and per-customer overrides can set faster targets; a ticket gets whichever is faster.
- Breaches are logged on the ticket, create a notification and can trigger automation rules.
- Changing a ticket’s priority refreshes its deadline right away.
How it works
How does SLA management work in Autessa Support Desk?
Set targets
Settings, Ticket fields & SLAs, Response targets by priority: first-response hours and resolution-goal hours for each priority.
A ticket starts the clocks
The first-response clock runs until the team’s first public reply. The resolution clock runs while the ticket is open.
Pauses are automatic
Moving to Pending or Resolved pauses the resolution clock; reopening resumes it.
Breaches act
A breach is recorded, notifies the team and can fire “on SLA breach” rules, for example to set priority to Urgent.
Every option
SLA options
| Option | What it does |
|---|---|
| First response (SLA) | Hours from a ticket arriving to the team’s first public reply. Never pauses. |
| Resolution goal | Hours the ticket may spend open before it is resolved. Paused while waiting on the customer and after resolution. |
| Per priority | One pair of targets for each priority you define. |
| Customer plan targets | Faster targets for a plan; the faster of plan and priority wins. |
| Per-customer override | Custom first-response and resolution hours on one customer. |
| States | On track, at risk (final quarter of the window), breached, met. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | See SLA state on every ticket and edit targets, plans and customer overrides in Settings. |
FAQ
Questions about SLA management
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk track SLAs?
Yes. Each priority has a first-response SLA and a resolution goal, and every ticket shows on track, at risk, breached or met.
Does the SLA clock pause while waiting on the customer?
The resolution goal pauses while a ticket is pending on the customer and after it is resolved. The first-response SLA never pauses.
When is a ticket “at risk”?
In the final quarter of its SLA window, before the deadline passes.
Can one customer have faster targets?
Yes. Put them on a faster customer plan, or set custom first-response and resolution hours on their customer record.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours