> ## Documentation Index
> Fetch the complete documentation index at: https://docs.lynkacrm.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA and support automation in Lynka

> Learn how Lynka monitors first response, resolution, SLA risk, SLA breach, idle tickets, assignment, and repeated reopen activity.

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.

## 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.

## 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.

## 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.

<CardGroup cols={2}>
  <Card title="Understand ticket SLA" href="/product/support/sla/understand-sla">See the SLA concepts and common failure cases.</Card>
  <Card title="Automation catalog" href="/workspace/automation-catalog">Review the active built in automation rules across Lynka.</Card>
</CardGroup>