Never Miss a Support SLA Again
Define your response time and resolution targets, and WADesk tracks every ticket against them automatically. Get alerted before a breach happens — not after.
SLA Compliance Made Automatic
Set your targets once — WADesk does the tracking, alerting, and reporting for you.
Custom SLA Policies
Set different SLA targets for different channels, ticket priorities, or customer segments.
Breach Alerts
Get notified before an SLA is breached. Escalate automatically to supervisors when tickets are at risk.
SLA Compliance Reports
Track SLA adherence across your team. Identify bottlenecks and consistently improve over time.
Flexible SLA Policy Configuration
Define SLAs by ticket priority (High/Medium/Low), channel (WhatsApp vs Email), or customer tier. First response and resolution targets can be set independently.
- Priority-based SLA tiers (High, Medium, Low)
- Channel-specific response targets
- Separate first-response and resolution targets
- Business hours and 24x7 SLA modes
Real-Time SLA Countdown
Every open ticket shows a live SLA countdown timer. Agents always know how much time remains on each ticket.
- Visible countdown on every open ticket
- Color-coded urgency indicators (green, amber, red)
- Sort queue by SLA urgency to prioritize work
- Pauses automatically when awaiting customer reply
Automated Escalation
Configure escalation rules that trigger when a ticket is 80% through its SLA window. Automatically reassign or notify supervisors.
- Rule-based escalation at any SLA threshold
- Auto-reassign to senior agents or supervisors
- Escalation notifications via email and WhatsApp
- Multi-level escalation chains supported
SLA Reporting and Trends
Weekly and monthly SLA compliance reports. Drill down by agent, channel, or priority to find and fix patterns.
- Overall SLA compliance rate at a glance
- Drill down by agent, team, or channel
- Breach reason analysis to fix root causes
- Exportable reports for leadership reviews
Stop Reacting to Breaches. Start Preventing Them.
Set up SLA policies in minutes and let WADesk track every ticket automatically.