SLA Tracking

Monitor first-response and resolution times and keep your SLA commitments on track.

TR-AI processes tickets within seconds of receipt, which dramatically improves first response time for auto-resolved tickets. This page explains how TR-AI interacts with your SLA targets.

First response time

For tickets that TR-AI resolves automatically, the first response is posted within 5–30 seconds of the ticket arriving. This effectively eliminates first response time SLA breaches for auto-resolved tickets.

For triaged tickets, TR-AI posts a holding reply immediately, which also satisfies the first response SLA. The ticket is then in your triage queue for agent pickup.

Resolution time

Outcome	Resolution time	SLA impact
resolved	5–30 seconds	Ticket closed immediately — excellent SLA performance
triage	Depends on agent queue	Holding reply sent; agent resolves within normal SLA
routed_to_agent	Depends on agent queue	No AI reply; normal SLA applies

Monitoring triage queue health

The triage queue contains tickets that TR-AI could not resolve. Monitor it to ensure:

Triage tickets are picked up within your SLA window
The triage queue is not growing faster than agents can clear it
Common triage topics are being addressed with KB improvements

Tip:Set up a Slack notification (Dashboard → Slack Webhook URL) to get alerted when tickets are escalated to triage. This ensures agents pick them up quickly.

SLA in Zendesk

Zendesk SLA policies are based on ticket status and group assignment. When TR-AI resolves a ticket, it closes it — stopping the SLA clock. When TR-AI triages a ticket, it moves it to the Triage group — the SLA clock continues running for that group.

Configure your Zendesk SLA policies to apply different targets to the Triage group vs your main support group.

SLA in Freshdesk

Freshdesk SLA policies are based on ticket priority and group. TR-AI does not change ticket priority — it only changes the assigned group (to Triage) and status (to Resolved for auto-resolved tickets).

Set up a separate SLA policy for the Triage group in Admin → SLA Policies.

Reporting

TR-AI does not currently provide built-in SLA reports. Use your helpdesk's native reporting tools to measure:

First response time by group (AI-resolved vs Triage vs main support)
Resolution time by group
SLA breach rate before and after TR-AI deployment

Note:Built-in SLA reporting is on the TR-AI roadmap. See /roadmap for the current status.

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