A missed deadline is flagged and picked up
Who is involved
| Role | What they do |
|---|---|
| Helpdesk agent | Owns the ticket and is told when its target is missed. |
| Helpdesk manager | Is told of every breach and decides who takes over. |
Step by step
- Helpdesk manager
Attaches a policy with a 30-minute Urgent response target to the support desk.
What they see:New urgent tickets on that desk get a 30-minute first-response deadline.
- Helpdesk agent
Files an urgent ticket and does not reply in time.
What they see:The chip still shows the time left to resolve.
- System
The five-minute service level check finds the ticket past its first-response deadline and flags it.
What they see:The ticket is marked breached, shows a red Breached chip and is counted on the hub.
- Helpdesk manager
Sees the breach tile on the hub and opens the queue.
What they see:Tickets past their deadline sit near the top, with a red chip.
- Helpdesk manager
Reassigns the ticket to an available agent.
What they see:The ticket shows the new owner.
- Helpdesk agent
The new owner replies and resolves the ticket.
What they see:The reply is recorded; the breach flag stays on the ticket as a record.
Who is told what
The assignee, if the ticket has one, and every helpdesk manager are alerted to each breach, subject to their notification settings.