Key Benefits:

1. Enhanced Visibility: Agents and managers can easily track SLA progress for both response and resolution times in a single view.

2. Better Prioritization: Teams can quickly identify tickets that are at risk of breaching either SLA and take proactive measures.

Proposed Implementation Details:

• Add a new column in the Ticket View: "Time Until SLA Breach".

• The column displays the countdown (in minutes/hours/days) to the nearest SLA breach (e.g., First Response Time or Resolution Time).

• Use color-coded indicators:

  • Green: Tickets with sufficient time remaining.

  • Yellow: Tickets nearing SLA breach (e.g., within an hour).

  • Red: Tickets that are overdue or have already breached SLA.

• Allow sorting by this column to prioritize tickets with the shortest time left.