Custom SLA rules
Set targets by service, team, or group
SERVICE LEVEL MANAGEMENT
Manage SLAs like a pro
Stay ahead of the curve and boost your CSAT with AI-driven SLA management. Every deadline gets met with real-time timers, risk alerts, and intelligent escalations.
89%
first-time fix rate
Increase of 60%
touchless resolution
Decrease of 20%
lower MTTR
Decrease of 25%
fewer tickets
SLA assigned.
Tracked & escalated.
Target hit – every time.
CUSTOM SLAS
Create SLAs that make sense for your team
Define service level agreements based on service type, user group, or individual user with timeframes that match standard business hours or 24/7 operations.
INTELLIGENT ESCALATION
Never miss a ticket from the CEO
Automatically escalate tickets from important stakeholders or groups. Move SLAs that are at risk to the top of the queue and auto-detect high-priority requests, instantly.
RISK DETECTION
Stop SLA breaches before they happen
Rely on AI that intelligently detects tickets that are drifting toward a breach and automatically raises the priority, changes the status, reroutes the ticket, and notifies key stakeholders.
INTERACTIVE DASHBOARDS
Real-time visibility at a glance
Track key SLA metrics like average response time and resolution time from color-coded dashboards, with live timers and 60-day trends. Drill down to the ticket level for detailed insights.
NOTIFICATIONS
Keep everyone up-to-date
AI automatically notifies every stakeholder with important updates to ensure nothing slips through the cracks. This helps your team act faster and management to step in to meet SLAs.
SLA timeframes
Set timelines based on location and hours
AI breach detection
Get notified about potential violations
Built-in KPIs
Track performance with live insights
AI Agents
Reduce MTTR with automated actions
SLA Dashboards
Real-time insights that are interactive
FAQ
Set service targets for every ticket, then track and meet them from one place. Define SLA targets by service, team, or user group, and let AI watch every open ticket and escalate the ones drifting toward a breach before the deadline passes.
Watch every open ticket automatically against its SLA target. AI agents flag those drifting toward a breach and raise their priority on their own, so you can act on the risk while there’s still time to fix it, not after a customer complains.
Set separate SLA targets and timelines for each service, team, or user group, including distinct rules for business hours versus 24/7 coverage, so every commitment matches how your service actually runs, not a generic template.
View SLA status by agent, team, and category on one color-coded, live dashboard, with 60-day trend views plus response times, resolution times, and CSAT progress on the same screen, so you can answer leadership on the spot.
Raise that ticket’s priority and reroute it to the right team automatically, then keep the deadline visible until it’s resolved, so a breach risk turns into a fix, not a notification you have to act on yourself.
Route tickets to the right agent or team automatically, based on category, SLA, or user group, and escalate them on their own if they sit unclassified too long, so nothing urgent waits in a queue.
Track the metrics your users actually feel, like resolution against agreed-upon times and CSAT goals, alongside internal SLA compliance, so a report that looks fine on paper matches how service really feels to the people you serve.
