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SLA rules turn support timing into an explicit service commitment. Lynka tracks first-response and resolution timing separately because replying to the customer and actually resolving the issue are different events.

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First-response SLA

First-response timing measures how long an eligible ticket waits for the first support response under the configured SLA rules. The automation catalog includes Ticket waiting for first response, Ticket SLA at risk, and Ticket SLA breached.

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Resolution SLA

Resolution timing measures how long the ticket remains unresolved against the configured resolution target. A ticket can meet its first-response target and still breach its resolution target later.

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At risk versus breached

At risk means the deadline is approaching and the team still has time to act. Breached means the relevant deadline passed without the required response or resolution event. These are more useful than one generic “late” status because they let a team intervene before the commitment is missed.

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Reports

The active Support report catalog includes:
  • First Reply Time
  • Resolution Time
  • SLA Compliance
  • Incoming Ticket Volume
  • Ticket Backlog by Status
Ticket reports use the reporting timezone and your workspace’s status configuration rather than assuming every workspace has the same labels.

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Assignment and SLA

A ticket can be within SLA but still operationally risky if it has no assignee. Likewise, assigning a ticket does not reset the elapsed SLA clock unless the configured backend rule explicitly does so.
Last modified on September 7, 2026