Key Benefits:
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Enhanced Visibility: Agents and managers can easily track SLA progress for both response and resolution times in a single view.
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Better Prioritization: Teams can quickly identify tickets that are at risk of breaching either SLA and take proactive measures.
Proposed Implementation Details:
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Add a new column in the Ticket View: "Time Until SLA Breach".
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The column displays the countdown (in minutes/hours/days) to the nearest SLA breach (e.g., First Response Time or Resolution Time).
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Use color-coded indicators:
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Green: Tickets with sufficient time remaining.
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Yellow: Tickets nearing SLA breach (e.g., within an hour).
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Red: Tickets that are overdue or have already breached SLA.
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Allow sorting by this column to prioritize tickets with the shortest time left.