Manager

Team ops

Within SLA band

Open

In progress

Critical

Resolved

SLA readiness

Ticket response SLA
Warning 2h · breach 4h · critical 8h (business hours)
accent
Critical open
Priority critical tickets must stay assigned
warning
Unassigned open
Open tickets with no assignee block first response
warning
Resolved pending close
Awaiting customer confirmation or agent close
positive

Production outage — North region

Unassigned · breach in 40m

Payment webhook storm

assigned · Ada