---
title: Support desk & SLA
description: Run customer support with a promise you can measure — response and resolution targets per priority, a working calendar, warnings before a deadline is missed, an SLA dot on the tickets list, and a support dashboard with compliance and average first response.
product: TSync Intelligence 11.3.6
language: en
canonical: https://docs.tsync.pro/support-desk/
source: https://docs.tsync.pro/llms.txt
---

# 🎧 Support desk & SLA

Your customers write in and a **ticket** is created. What turns that into a service you can stand behind is the
**SLA** layer: for each priority you promise a **first response** time and a **resolution** time, TSync works out
the deadline for every ticket, warns you before it's missed, and shows you how you're doing.

Nothing here changes how tickets themselves work — it adds the clock, the warning and the score.

## The support dashboard

**Support dashboard** in the sidebar (`/admin/tsync_support_dashboard`) is the board a support lead opens in the
morning:

| Tile | What it tells you |
|------|-------------------|
| **Open tickets** | How much is on the desk right now. |
| **First-response breaches** | Open tickets that missed the promised first reply. |
| **Resolution breaches** | Open tickets past their resolution deadline. |
| **SLA compliance** | Of the tickets you resolved, the share resolved **within** the promise — with a bar, so a slipping month is visible at a glance. |
| **Avg first response** | How long, on average, a customer waits for the first human reply. |
| **Open by priority** | Where the load sits — urgent vs low. |
| **Recent tickets** | The latest tickets with their status, so you can jump straight in. |

If your install hasn't run the database upgrade that adds the SLA fields yet, the board says so plainly instead
of showing empty numbers.

## Set your promises (administrators)

**Setup → Support → SLA** (`/admin/tsync_ticket_sla`) is where the promise is written. It's admin-only.

### Per priority

For **each priority that exists in your install** you set two numbers, in minutes:

- **First response** — how quickly someone must reply for the first time.
- **Resolution** — how quickly the ticket must be closed.

Leave a number at **0** and that leg simply isn't tracked for that priority. The list of priorities comes from
the priorities you actually use, so a three-priority desk sees three rows — no invented tier that nobody can
select on a ticket.

### The working calendar

Deadlines are counted in **working time**, not wall-clock time, so a ticket that arrives on Friday evening isn't
"late" by Monday morning:

- **Business hours** — a start and an end time.
- **Working days** — tick the days you actually work.
- **Round the clock** — tick this if you support 24/7; the business hours and working days are then ignored.

### Two more settings

- **Warning threshold (%)** — how far into the allowed time counts as *approaching*. At 80 %, a 5-hour promise
  starts warning after 4 hours.
- **Closed statuses** — which ticket statuses mean "this is done". A ticket in one of these no longer counts as
  open and stops accruing SLA time.

## What happens on a ticket

1. **A ticket is created** → TSync computes its first-response and resolution deadlines from the priority's
   policy and your working calendar.
2. **The first staff reply** → the first-response clock stops, stamped on the ticket.
3. **The ticket is closed** (a status you marked as closed) → the resolution clock stops.
4. **In between**, a regular sweep (it rides on your [cron job](setup-cron-job.md)) checks the open tickets and
   flags each one as **approaching** or **breached** — once, not repeatedly.

**On the tickets list** the subject carries a small **SLA dot**: fine, approaching, or breached — so you can see
where the pressure is without opening anything. Hover it for the detail.

**In automations:** *SLA warning* and *SLA breached* are ordinary system events, so
[TSync Automations](modules/tsync-automations.md) can act on them — notify the team lead, escalate the ticket,
post to a channel. Nothing is escalated behind your back; you decide what happens.

## Practical advice

- **Start loose, then tighten.** Put in the times you can actually meet today, watch the compliance tile for a
  month, then shorten them. A promise nobody meets teaches the team to ignore the dot.
- **Only track what you'll act on.** If you never measure resolution time for low-priority tickets, leave that
  number at 0 rather than carrying a breach you don't care about.
- **Check the calendar first when something looks wrong.** A "breach" that makes no sense is nearly always a
  working calendar that says you work Saturdays (or 24/7) when you don't.

## Where to go next

- ⏱ Make sure the sweep actually runs → [Set up the cron job](setup-cron-job.md)
- 🤖 React to a warning automatically → [TSync Automations](modules/tsync-automations.md)
- 📊 Report on the desk → [Reports](reports.md)