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SLA monitoring turns ticket timing into an operational signal. Instead of relying on someone to remember every deadline, Lynka can surface tickets that are waiting too long or approaching a service commitment.

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First response and resolution are different clocks

First response measures how long the customer waits for an initial response. Resolution measures how long the issue remains open before completion. A ticket can meet its first response target and still miss its resolution target, so the two should not be combined into one generic SLA number.

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Built in ticket automation

The active support automation catalog includes:
  • Ticket has no assignee
  • Ticket idle too long
  • Ticket reopened repeatedly
  • Ticket SLA at risk
  • Ticket SLA breached
  • Ticket waiting for first response
The SLA at risk, breached and first response checks can run frequently to support active queue management.

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Reporting

Use First Reply Time, Resolution Time, SLA Compliance, Incoming Ticket Volume and Ticket Backlog by Status to answer different support questions. If a ticket is unexpectedly at risk, inspect its current status, response history, resolution timing and SLA configuration before dismissing the warning.

Understand ticket SLA

See the SLA concepts and common failure cases.

Automation catalog

Review the active built in automation rules across Lynka.

Understand ticket SLA, first response, and resolution time

Learn how Lynka distinguishes first-response and resolution deadlines, at-risk tickets, breaches, and SLA reporting.

Last modified on September 7, 2026