SLA monitoring and alerts (Enterprise)

SLA monitoring (Enterprise)

Monitor response and resolution SLAs for tickets created via the Certorix widget. Integrates with Freshdesk SLA data.

Configuring SLA rules

1. Go to Company Settings → SLA tab.
2. Click Add SLA rule.
3. Conditions (optional):
   • Tree used (specific tree or any)
   • Outcome (resolved / unresolved)
   • Ticket priority (mapped from Freshdesk)
   • Customer segment (if passed via variable)
4. Set targets:
   • First response time (minutes/hours)
   • Resolution time (minutes/hours)
5. Set escalation actions:
   • Send email to admin
   • Send Slack webhook
   • Call custom webhook
6. Save rule.

SLA dashboard

The SLA dashboard (SLA tab) shows:

• Active tickets approaching SLA breach (warning at 80% of limit).
• Breached tickets (exceeded SLA).
• Historical compliance rate (percentage of tickets that met SLA).
• Average response/resolution times by tree or priority.

Real‑time alerts

Configure real‑time webhook alerts when SLA is about to be breached:

{
  "event": "sla.warning",
  "ticketId": "123",
  "slaRuleId": "sla_456",
  "breachTime": "2026-05-02T15:30:00Z",
  "currentElapsed": 2340, // seconds
  "slaTarget": 3600 // seconds
}

SLA reset and pause

Admins can manually reset or pause SLA timers (e.g., when waiting for customer response).

• Pause – Stop SLA clock (e.g., customer out of office). Provide reason in notes.
• Reset – Reset the SLA timer to zero for a specific ticket (e.g., after major update).
• Pause and reset actions are logged in audit log.

Integration with Freshdesk

Certorix reads SLA data from Freshdesk if your Freshdesk plan includes SLA tracking.

If Freshdesk does not have SLA, Certorix can calculate SLA locally using ticket creation time and status changes.