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Put every ticket on the clock.
Response commitments only mean something when they’re measured. The SLA engine attaches first-response and resolution targets to each ticket category, times them from the moment a ticket is raised — in working hours if you choose — pauses the resolution clock while you’re waiting on the requester, and acts when a deadline slips, turning “we’ll get to it” into a number you can report on.
How the clock works
Two timers, honestly measured.
Every ticket tracks two commitments independently: how fast someone first responds, and how fast it’s resolved. Both are driven by the ticket’s category, so a password reset and a production outage carry different promises — and the clock reflects reality, not wishful thinking.
First-response target
The clock starts when a ticket is raised and stops the instant an agent sends the first public reply. An internal note never stops it, and a miss is flagged, not quietly forgotten.
Resolution target
A separate clock runs until the ticket is resolved, sized by category so critical issues carry tighter deadlines than routine ones.
Pause on the requester
When a ticket is waiting on the requester, the resolution clock pauses. On their reply it resumes with exactly the time that was left, measured on the category’s own clock.
Policy, not guesswork
Categories carry the commitment.
Define a category once — its response and resolution targets, the clock they run on, a default queue and how its tickets are assigned — and every ticket in it inherits the policy automatically. Change the policy, and future tickets follow. No per-ticket fiddling, no spreadsheet of promises.
- Each category sets first-response and resolution minutes, so promises match the type of work.
- Each category runs on an elapsed clock or a business-hours clock that counts only your working hours, skipping weekends and public holidays.
- A category sets the default department queue and assigns new tickets to a default owner, in turn round a pool, or to the least-loaded agent.
- Due dates are computed from the moment the ticket arrived — so a ticket recategorised at Monday’s triage is still measured from the Saturday it came in.
- Categories are managed by permission — only settings admins can change what the business commits to.
Worked example
A Friday ticket on a business-hours clock.
Working day 08:00–17:00, Monday to Friday. Category “Access request”: first response in 4 working hours, resolution in 16. The requester is asked a question on Friday afternoon and answers on Monday.
| When | What happens | First response due | Resolution due | Working hours left |
|---|---|---|---|---|
| Fri 14:00 | Raised on the public form, which carries the workspace’s intake category | Mon 09:00 | Tue 12:00 | 16 h |
| Fri 15:30 | Agent replies asking for the staff number — first response met | Met | Tue 12:00 | 14.5 h |
| Fri 15:30 | Status set to waiting on requester — the resolution clock pauses | Met | Paused | 14.5 h held |
| Mon 10:00 | Requester replies — the clock resumes with exactly what was left | Met | Tue 15:30 | 14.5 h |
| Tue 11:00 | Resolved | Met | Met with 4.5 h to spare | — |
On an elapsed clock the same ticket would have been due for a first response at 18:00 on Friday and could have breached over the weekend. The clock is chosen per category, and the default is elapsed so nothing moves until you change it.
When a deadline slips
See it coming. Alert on breach. Escalate by rule.
Every fifteen minutes the desk checks open tickets against both deadlines. Tickets due soon are on the agent dashboard; a breach alerts a person who can act; and your escalation rules decide what happens after that — automatically, and with a note on the ticket saying why.
Due soon, on the dashboard
Tickets approaching a first-response or resolution deadline are counted and listed on the agent dashboard, beside those already breached.
Breach alerts that reach someone
A breach notifies the assignee, then their manager — found through the employee record, so a login-less agent still escalates — then the department queue if nobody else can be reached. A breach nobody could be told about is retried, not marked as sent.
Escalation rules
Still unassigned, no first response past its deadline, or unresolved past its deadline: after the delay you set, raise the priority, reassign to the manager or a named person, notify people and add a tag.
Outside requests too
A complaint from outside starts the clock the moment it arrives.
A ticket with no category has no deadline, and a ticket with no deadline looks healthy forever. So the public form carries an intake category you choose on the Intake Portals page. It starts an SLA and goes through auto-assignment like a ticket raised inside the app — and because the deadline is measured from arrival, recategorising at triage never resets it.
The Intake Portals page warns you while the public form is open with no category set.
What AWRA OpsHub does today
- First-response and resolution targets per category, computed from the moment the ticket arrived and recomputed when its category changes.
- An elapsed or business-hours clock per category, reading the working week, working day and public holidays from your HR settings.
- A pause while waiting on the requester that returns exactly the time that was left, measured on the same clock.
- Breach alerts to the owner, their manager and then the department queue, retried until someone can be told.
- Escalation rules that raise priority, reassign, notify and tag after a delay you set, once per ticket per open cycle.
- An SLA on public-form tickets, through an intake category you choose for the form.
More we can add to your workspace
- A reminder before a deadline passes, sent to the owner while the first response can still be made.
- Escalation delays counted in working hours, matching the business-hours deadlines they are measured from.
- An idle trigger, escalating a ticket that has had no agent activity for a set time.
- Email-to-ticket with its own default category, so mail forwarded from your support mailbox starts a clock the moment it arrives.
- A separate intake category per public form, so two forms can promise two different response times.
- A resolution clock that never pauses, for a statutory period that runs from receipt whatever the requester does.
- SLA targets that vary by customer, so a key account carries a tighter promise than the default.
Where we point you to a specialist
- We point you to your own counsel on statutory complaint deadlines. The engine measures the target you set; whether the law in your market lets that clock pause is not a decision we make for you.
Every row in the middle column is a change to an engine that already has the two clocks, the calendar and the rule sweep. Tell us which promise your customers hold you to.
SLA Engine
Frequently asked questions
What does an SLA measure in AWRA Helpdesk?
Two separate promises per ticket: how soon someone first replies publicly, and how soon the ticket is resolved. Both targets come from the ticket’s category.
Can the SLA count only working hours?
Yes. Each category chooses an elapsed clock or a business-hours clock. The business-hours clock counts only your working hours on the days you work, skipping weekends and public holidays, using the working week set in HR.
Does waiting on the customer count against us?
Not on the resolution clock. While a ticket is waiting on the requester the resolution clock pauses, and on their reply it resumes with exactly the time that was left. The first-response clock does not pause.
Who is told when a ticket breaches?
The assignee first, then their manager, then the department queue when neither can be reached. A breach that nobody could be told about is retried on the next check rather than recorded as sent.
What can an escalation rule do?
After a delay you choose — still unassigned, no first response past its deadline, or unresolved past its deadline — it can raise the priority, reassign to the owner’s manager or a named person, notify the manager and named users, and add a tag. It leaves an internal note each time it fires.
Do tickets from the public form get an SLA?
Yes. The public form carries an intake category you set on the Intake Portals page, so an outside request starts a clock and is auto-assigned like any other ticket. Before October 2026 a public-form ticket had no category and so no deadline at all.
Does AWRA remind an agent before a deadline passes?
The agent dashboard lists tickets due soon. A notification sent to the owner before the deadline is something we can add; today the alert fires at the breach, and escalation rules act after it.
Help Center
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