Overview
Auto-flag messages that need replies, escalate overdue items, and track performance.
Problem
Questions languish in channels without visibility or deadlines.
Solution
Enable per-channel timers with working hours; nudge owners and escalate to ActionDesk or Desk when overdue.
How it works
Set thresholds per channel (e.g., 2h), define escalation paths, and review InsightLake tiles for adherence.
Who is this for
Team Leads
Support Managers
Expected outcomes
- Predictable responsiveness
- Audit-ready SLA reporting
Key metrics
Messages breaching SLA
Baseline
35 %
Target
5 %
Median time-to-first-response
Baseline
95 minutes
Target
25 minutes
Gallery
Security impact
- Message timestamps & ownership · PII: none
Compliance
- SOC2
Availability & next steps
Pro
Enterprise