Targets that argue back
Define response and resolution targets per category. Pause for waiting-on-customer. Breach alerts before, not after.
A service-level agreement should make a busy team move, not a dashboard for a manager to scold. Reqdesk SLAs are designed around what teammates actually want to know: “is this ticket about to breach?” and “did we breach because we were slow, or because the customer was?”.
Per-category targets
Set first-response and resolution targets per category, per priority. A “billing dispute” can have a 4-hour response and 2-business-day resolution; a “feature request” can have a 7-day response and no resolution target at all. Both live in the same workspace, both calculated identically, both visible on the same dashboard.
Business hours
Targets honour configurable business hours per workspace. Friday night is not 24 hours of breach time if your team does not work weekends.
Pause for waiting
When a ticket is set to “waiting on customer”, the SLA clock pauses. When the customer replies, it resumes. The customer’s silence is not your fault.
Pre-breach alerts
15 minutes before a target is due, Reqdesk pings the assignee. 5 minutes before, it pings the assignee’s manager. The breach itself is rare because the warnings are early.
What the dashboard shows
- Open tickets sorted by SLA proximity (most urgent first).
- Time remaining on each target, tabular and tabular-aligned.
- A small histogram of last 30 days of breach rate, by category — so you can see whether a target is realistic before defending it in a customer call.