The desk
SLA tracking
Time to breach from your Zendesk and ServiceNow SLA policies, with warnings before a breach.
3 min read
How it works
SLA tracking is live. It reads SLA targets from your helpdesk; Solvaro does not invent policies.
States
- Active: the clock is running
- Paused: the helpdesk paused the clock (for example, waiting on the customer)
- At risk: less than 60 minutes to breach by default
- Breached and Achieved: final states
Where it shows
Home lists tickets at risk, and the Tickets view can sort by time to breach.