Nothing should sit in the queue unnoticed. The desk watches for that in two ways.
Slack escalation:
- Paste an incoming webhook URL into Integrations, Slack Escalation.
- Set Slack Alert Sentiment Threshold in Settings, Automation. The options are neutral and above, confused and above, frustrated and above, or angry, which is the default.
- As soon as triage classifies a ticket at or above that level, a message is posted to your channel with the sentiment, the subject and a direct link to the ticket in wp-admin.
Sentiment is ranked happy, neutral, confused, frustrated, angry, so lowering the threshold widens the net. With no webhook saved, nothing is sent.
SLA monitoring:
An hourly job checks two deadlines, both set in Settings, Automation.
- First-Response SLA, 24 hours by default. It finds open tickets older than that with no non-private outgoing message at all.
- Resolution SLA, 72 hours by default. It finds tickets still open or pending past that age.
Each breach is emailed as a digest to your Support Admin Email, listing the reference and subject of every newly breached ticket with a link to the inbox. Setting either value to zero switches that check off.
Why your inbox will not fill up:
Once a ticket has been reported for a given breach it is flagged, so the next hourly run skips it. You get told once per ticket per deadline. The flag is written without touching the ticket's updated time, so breached tickets are not shuffled to the top of your inbox as a side effect.