SLA breach notification is an automatic warning when a ticket is about to expire — remind the agent, escalate to management if still late. Timely warnings help reduce late tickets and maintain reputation. Zenify records AI 98.4% accuracy (approved).
TL;DR
- SLA breach notification warning about delay.
- Remind agent first, escalate if late.
- Configure thresholds according to importance level.
- Reduce overdue tickets, maintain reputation.
- Report delay rate by team.
What is SLA breach notification?
The system automatically notifies when a ticket is at risk of exceeding the SLA limit:
Phase | Action
Còn 50% thời gian | Nhắc nhẹ agent
25% left | Featured Alerts
About to be late (a few minutes) | Urgent warning
It's late | Management escalation
Why do we need automatic warnings?
Missed hand count: hundreds of tickets, each with a limit.
Late detection: knowing it's late when it's already late — customers have complained (see AI tracking SLA).
Clear responsibilities: Who gets the job, who has to handle it first.
How to properly configure SLA alerts
1. Define SLAs by type
Ticket type | SLA | Example
FAQ | 2 hours | Reply to prices and policies
Request | 4 hours | Returns, updates
Complaints | 1 day | Issues that need to be resolved
VIP guests | Immediately | Priority
2. Select warning threshold
Prompt at 50% and 25% of remaining time.
Emergency when less than 10 minutes remaining.
3. Determine who receives the alert
Agent in charge → group management → general management.
4. Automatic escalation
X minutes overdue → notify management.
Y hours overdue → report to superiors.
Note when configuring
Don't give too many warnings: Too many reminders → agent ignores.
SLA must be realistic: deadlines are too tight → team is overloaded, too loose → customers are waiting.
Warning must include information: Which ticket, how long is left, whose is it?
Measure lag rate: target gradually decreases week by week.
SLA report to view
Chỉ số | Ý nghĩa
On-time ticket rate | General quality
Delay rate by agent | Who needs support
Delay rate by type | Which type tends to be late
Average latency | Severity