SLA control

Ticket Response Dashboard

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New-awaiting first response
In progress-owned by manager
Waiting client-paused by client
Overdue-owner escalation
Done-closed tickets
Cancelled-lost or duplicate

Active Tickets

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# Status Source Client Subject Manager SLA

Overdue Queue

owner view

Team

assignment pool

Managers

admin

SLA Policy

business hours

Event Timeline

latest 300 events