> ## 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.

# Understand ticket SLA, first response, and resolution time

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

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.

## 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**.

## 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.

## 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.

## 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.

## 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.

## Related articles

* [Create a support ticket](/product/support/tickets/create-ticket)
* [Assign and manage tickets](/product/support/tickets/assign-manage)