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SUPPORT / TICKET SLAS & ESCALATION

Know what is due.
Act before it slips.

Set optional first-response and resolution deadlines, find overdue work and configure escalation for tickets that need attention.

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Keep the deadline in view.

Select a step to explore this example.

FIRST RESPONSE

Today · 2:00 PM

A public staff reply satisfies the response target.

Customer conversation

Public updates stay connected to the request.

Team context stays private

Internal notes and staff activity are for your team.

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Ticket SLAs & EscalationMake the next deadline part of the working queue.
01Explicit response targets02A visible overdue queue03Optional escalation
MORE THAN A FEATURE

Make the next deadline part of the working queue.

Useful details. Thoughtful decisions. A clear next step.

01 / SUPPORT

Explicit response targets

Set first-response and resolution deadlines per ticket. Public staff replies satisfy the first-response target; internal notes do not.

Ticket SLAs & Escalation
Your customer journey
Connected to the way your team works.
02 / SUPPORT

A visible overdue queue

Find missed deadlines in the Overdue view and use persistent in-app alerts for approaching or missed targets.

03 / SUPPORT

Optional escalation

Enable overdue escalation to urgent priority and a selected manager. Review the resulting changes in staff activity history.

FROM IDEA TO EVERYDAY WORK

Make the next step
part of the conversation.

  1. 01

    Set the target.

    Choose deadlines appropriate to the ticket. Existing tickets do not receive retroactive deadlines automatically.

    Connect the starting point
  2. 02

    Watch the queue.

    Review approaching targets and overdue tickets. Deadlines remain visible while a ticket is waiting.

    Shape the experience
  3. 03

    Enable a follow-through rule.

    Configure escalation in Ticket alerts. Background maintenance checks enabled rules, with a manual check available to managers.

    Bring it into your workspace
THE REST OF THE STORY

Great on its own. Better connected.

The next tool picks up where the conversation leaves off.

Support

Ticket Management

Track support from first request to resolution. Bring manual, bot, chat and form tickets into one workflow with shared conversation tools, ownership and deadlines.

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Support

Helpdesk Forms & Customer Portal

Collect the details your team needs with branded Helpdesk forms, then let customers follow their request through a private ticket link.

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Support

Ticket Collaboration

Give every ticket the same conversation tools. Reply publicly, leave internal notes and review the staff activity history with the request in view.

Explore feature
Support

Ticket Routing & Notifications

Route form requests to departments, optionally assign eligible teammates and keep staff and customers informed through in-app alerts and outbound email.

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A PLAN THAT FITS YOUR JOURNEY

Find your room to grow.

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A FEW USEFUL ANSWERS

Before you get started.

How do I get started with ticket slas & escalation?

Choose deadlines appropriate to the ticket. Existing tickets do not receive retroactive deadlines automatically. Review approaching targets and overdue tickets. Deadlines remain visible while a ticket is waiting. Configure escalation in Ticket alerts. Background maintenance checks enabled rules, with a manual check available to managers.

Which plan includes these tools?

Compare the current plans to see enabled modules and usage allowances. New plans bundle standard AI credits with explicit usage limits.

Can I connect this to my team’s workflow?

Yes. Use the connected features on this page to combine website conversations, customer context, guided flows, and a clear path to your team.

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