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ActionDesk

Define task SLAs & automated escalations

Set targets per queue/tag, show timers, and escalate when at risk.

16 min Intermediate Manager, Admin Updated Oct 3, 2025
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Overview

Set targets per queue/tag, show timers, and escalate when at risk.

Prerequisites

None.

Permissions required

policies:sla:write tasks:update

Steps (3)

Estimated: 16 min
  1. 1

    Create SLA policy

    Admin 5 min Back to top

    Settings → Policies → **SLA** → New. Target e.g., P1 due in 4h; P2 in 24h.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Apply to queues/tags

    Manager 5 min Back to top

    Select queues or tags (e.g., finance, refund). Enable countdown timers on task cards.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Escalate when at risk

    Manager 6 min Back to top

    Add automation to page managers on Slack at T-15m; auto-assign backup if idle.

    Tips

    —

    Validation

    —

    Success criteria

    • Breach rate drops and at-risk alerts post reliably.

About this guide

ActionDesk is the hub for follow-ups across your workspace. Convert chats, tickets, calls, payments, and automations into clear tasks with owners, priorities, due dates, and checklists. Every task links back to its source—so teammates have context without switching tabs.

Work the queue in list, Kanban, calendar, or timeline views. Snooze, set reminders, request approvals, or escalate with SLAs. Integrations with Google/Outlook Calendar, Slack/Teams, email, and webhooks keep people on track. FlowForge actions can create, update, and close tasks to blend automation with human steps.

Metrics flow to InsightLake with Prometheus-friendly counters for on-time completion, breach rates, throughput, and workload balance.