3.8. SLA Monitoring
Service-level agreement (SLA) monitoring measures how quickly your team responds to and resolves support requests. TicketBot creates a timed check when a configured rule becomes relevant, marks that check as met when staff completes the expected action, and creates an alert if the deadline passes first.
Where to find it
Open a server in the dashboard and choose SLA under Operations. Dashboard administrators can configure rules and manage events. SLA activity is isolated to the selected server.
Dashboard Summary
The cards at the top answer four different operational questions:
| Card | Meaning |
|---|---|
| Open Alerts | SLA events that have not been resolved. Acknowledging an event does not remove it from this count. |
| 30-Day History | Every SLA event created in the previous 30 days, including resolved events and low-rating alerts. |
| Breached Checks | Timed checks that reached their deadline before the expected action. The card also shows how many checks are currently pending. |
| Plan Card | Your active-rule allowance, event retention window, pending-check count, and a shortcut to start a new rule. |
Creating a Rule
Default Alert Channel
This is the default Discord destination for SLA alerts. Choose Dashboard only to keep events inside the SLA page. A rule-level channel override takes priority over this default. Dashboard event recording continues even when no Discord channel is configured or Discord delivery fails.
Discord alert channels are a Premium feature. If Premium expires, the saved channel is preserved but delivery pauses until Premium access returns.
Rule Name
Give the commitment a name your staff will recognize, such as First reply within 15 minutes or Critical queue resolution. Names are required and limited to 80 characters.
Trigger
| Trigger | Starts | Stops without a breach |
|---|---|---|
| First response | When a ticket opens. | When a staff member sends the first response. |
| Claimed follow-up | When staff claims the ticket. | When staff responds, or the ticket is unclaimed or closed. |
| Staff follow-up | After each customer reply once staff has made the first response. | When staff replies. A later customer message can start a fresh check in the same ticket. |
| Resolution | When a ticket opens. | When the ticket closes before the deadline. If it remains open, an alert is created at the deadline. |
| Low rating | When a customer submits a ticket rating. | This is event-based rather than timed: an alert is created immediately when the rating is at or below the threshold. |
Timed rules accept hours and minutes. The minimum target is one minute and the maximum is one year. Low-rating rules use a threshold from one to five stars instead.
Severity
Choose Low, Medium, High, or Critical. Severity changes the event's urgency label and Discord embed color so staff can triage it quickly. It does not make the deadline shorter or cause one rule to be checked before another.
Override Alert Channel
Route one rule to a different Discord channel. For example, billing resolution breaches can go to a finance channel while every other rule uses the default. Leave it on Use default alert channel to inherit the setting above.
Ping On-Call Users
When enabled, a Discord SLA alert mentions everyone currently marked on-call in that server. Staff toggle their availability with /oncall. This uses the same on-call list as thread-mode notifications, but SLA pings only happen when this option is enabled on the breached rule. It does not ping anyone merely because a normal channel ticket was opened.
Ping Specific Roles
Select one or more roles to mention when this rule creates a Discord alert. Role mentions and on-call user mentions can be enabled together. TicketBot limits allowed mentions to the selected roles and on-call users.
Premium delivery controls
The default channel, per-rule override, role pings, and on-call pings require Premium, Vote access, or Whitelabel. Free rules still run and record alerts in the dashboard.
Managing Rules
The SLA Rules list shows the trigger and target under each rule name:
- Severity badge: the urgency attached to alerts created by this rule.
- Paused: the rule is disabled and will not measure new deadlines.
- Locked by plan: the rule is saved and enabled, but is outside the current plan's active-rule allowance.
- Power button: pause or resume the rule.
- Edit button: load the rule into the configuration form and update it.
- Delete button: permanently delete the rule and its pending checks.
Pausing a rule stops its current timers. When you resume it, tracking starts again the next time that rule's trigger occurs. TicketBot does not create alerts for the period while the rule was paused or locked by your plan.
Recent Events
Recent Events loads the newest SLA alerts and shows the rule, breach message, creation time, and Discord delivery status. Timed breach messages include the configured target and elapsed time from that check's actual starting point—not always from ticket creation.
Acknowledge
Marks that a staff member has seen and taken ownership of the alert. It remains open and continues counting under Open Alerts until someone resolves it. Acknowledge all performs this action for every currently unacknowledged, unresolved event.
Resolve
Marks the alert as handled and also acknowledges it if needed. Resolution is intentionally an individual action: TicketBot does not provide Resolve all because each alert should be checked before it is removed from the open list.
Plans, Downgrades, and Retention
| Access | Active rules | History | Discord escalation |
|---|---|---|---|
| Free | 2 | 14 days | Dashboard only |
| Vote / Premium / Whitelabel | Unlimited | 1 year | Channels, role pings, and on-call pings |
After a downgrade, TicketBot keeps every saved rule and advanced delivery setting. The two oldest enabled rules remain active; later enabled rules are marked Locked by plan. Pending checks belonging to inactive rules are canceled, Discord delivery pauses, and saved channels and pings can reactivate when access returns. Free servers can view the last 14 days of SLA history; Vote, Premium, and Whitelabel servers can view the last year. Older history is removed automatically.
Restarts and Delivery Reliability
Pending deadlines are preserved if TicketBot restarts or is temporarily offline. When it comes back, it resumes those deadlines and creates any alerts that became due while it was unavailable. You do not need to recreate rules or keep the dashboard open for monitoring to continue.
If Discord temporarily rejects an alert, TicketBot tries again automatically. The alert remains visible in the dashboard even when Discord delivery cannot succeed—for example, because the configured channel was removed or the bot lost permission to send there.
SLA Analytics
Premium Analytics turns completed checks into overall compliance, daily trends, breach causes, and rule-level performance. Use the SLA page for live alert handling and configuration; use Analytics for reporting and comparison over 7, 30, or 90 days.
Read the Analytics guide