SLA Tracking

Set response time targets by ticket category

Configure SLA rules per category. Real-time timers. Get alerted before breaches. Track compliance in Insights.

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SLA Tracking
94% compliance

Bug

Target: 30 min

12 min

ACTIVE

Billing

Target: 1 hour

5 min

WARNING

Technical

Target: 2 hours

Breached

BREACHED
The Problem

Missed response deadlines hurt your reputation

Without clear SLA tracking, urgent tickets get buried. Customers wait too long, satisfaction drops, and your team doesn't know which tickets to prioritize. By the time you notice, it's already too late.

No visibility on response times
Customer satisfaction drops
Team doesn't know priorities
How it works

SLA management made simple

1

Configure rules

Set response time targets by category

Bug Report30 min
Billing1 hour
Technical2 hours
2

Track in real-time

Live timers on every conversation

18:45remaining

Bug Report - #1234

SLA Target: 30 minutes

3

Get alerted

Notifications before SLA breaches

SLA Warning

Ticket #1234 approaching deadline in 5 minutes

Capabilities

Never miss a deadline

Rules by Category

Different SLAs for different ticket types: Bug (30min), Billing (1h), Technical (2h).

Real-time Timers

Live countdown on each conversation. See exactly how much time remains.

4 Visual States

Active (green), Warning (yellow), Breached (red), Responded (blue). Instantly know status.

Breach Alerts

Get notified when SLA is about to breach or has breached.

SLA Metrics

Track compliance rates, average response times, and trends in Insights.

Compliance Tracking

Historical data on SLA performance. Identify patterns and improve.

4

visual states

Live

tracking

∞

rules

Auto

alerts

From chaos to clarity

Without Resply

  • No idea which tickets are urgent
  • Breaches discovered after the fact
  • Same priority for all ticket types
  • Manual tracking in spreadsheets
  • No accountability metrics

With Resply

  • Visual SLA states at a glance
  • Alerts before SLA breaches
  • Custom SLAs per category
  • Automatic real-time timers
  • SLA compliance in Insights
Benefits

Why teams love this feature

Built for teams who want to deliver exceptional support without the overhead.

  • Never miss a response deadline
  • Prioritize urgent tickets automatically
  • Hold team accountable with clear targets
  • Identify bottlenecks with SLA metrics
  • Improve customer satisfaction with faster responses
  • Report on SLA compliance to stakeholders
FAQ

Common questions

Yes! You can configure different response time targets for each ticket category. For example, Bug reports might need a 30-minute response, while general inquiries can have a 2-hour target.

Active (green) - timer running normally. Warning (yellow) - approaching deadline. Breached (red) - deadline passed. Responded (blue) - SLA met, waiting for customer.

You'll receive notifications when an SLA is about to breach (configurable warning threshold) and when it actually breaches. Alerts can go to Slack, Discord, or email.

Yes, the Insights dashboard shows SLA compliance rates, average response times, and trends over time. You can export this data for reporting.

Yes, when you've responded and are waiting for the customer, the SLA state changes to 'Responded' and the timer pauses until they reply.

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