SLA Compliance Workflows
Never miss an SLA again. Intelligent automation ensures priority-based dispatch, proactive alerts, and real-time compliance tracking across Zendesk and field operations.
How SLA Protection Works
Proactive compliance in four automated steps
Define SLA Policies
Set response and resolution time targets by priority, customer tier, or ticket type.
Monitor in Real-Time
Track SLA timers across both Zendesk tickets and Fieldproxy jobs continuously.
Smart Prioritization
Jobs auto-prioritize based on SLA countdown. At-risk tickets surface first.
Breach Prevention
Alerts and escalations trigger before breaches happen, not after.
Why Automate SLA Compliance?
Protect customer relationships and contracts
Proactive Alerts
Get notified when SLAs are at risk, not after they've breached.
Priority Dispatch
Urgent tickets automatically prioritize for faster technician assignment.
Unified Tracking
SLA timers sync between Zendesk and Fieldproxy for accurate reporting.
Contract Protection
Meet customer SLAs consistently to protect contracts and renewals.
SLA Management Features
Comprehensive tools for complete SLA control
Multi-Tier SLAs
Different SLA targets for different customer tiers or contract levels.
Business Hours Aware
SLA timers respect business hours, holidays, and time zones.
Escalation Chains
Automatic escalation to managers when SLA breach is imminent.
Pause on Pending
SLA timers pause when waiting on customer response or parts.
Response vs Resolution
Track both first response and full resolution SLAs separately.
SLA Reporting
Dashboards showing compliance rates, breach causes, and trends.
Real-Time SLA Dashboard
Instant visibility into SLA status across all tickets and jobs
Industry Use Cases
See how different industries protect their SLAs
Contractual SLAs
Meet strict enterprise SLA requirements with guaranteed response and resolution times.
Emergency Response
Ensure critical maintenance issues like water leaks get immediate dispatch priority.
Tiered Support
Different SLA targets for premium vs standard support customers.
Uptime Guarantees
Meet equipment uptime SLAs with priority routing for production-critical issues.
Related Zendesk Automations
Complete your SLA protection workflow
Ready to Protect Your SLAs?
Stop reacting to SLA breaches. Start preventing them with intelligent automation that keeps your field service on track.