Flow Ticket SLA Hub

Live ticket SLA och escalation

Tenant: global | Queue health och support accountability

Tickets hub Ticket automation Live mode Go live now Support command Support KPI Closure QA lane Callback SLA SLA alerts Payment confidence launch ROI export pack Launch report Review pack

SLA recovery path

Clear breached tickets, then hand off into support command

Keep breached, escalation-due and callback pressure in one visible path so the team can move from monitoring to action without hopping between screens.

Breached first

Work the highest-risk tickets before anything else.

Escalate next

Move escalation-due work into owner action early.

Go live now

When the queue is under control, publish the launch report.

Support command Tickets hub Go live now ROI export pack

SLA hit rate

100%

Enforcement score

100%

Critical / warning

0 / 0

Work next

Queue looks stable

Priority path from this SLA board: breached, escalation-due and callback pressure should be handled first.

Open command hub Live mode

Primary action

Queue healthy - 0 backlog

No enforced queue needs immediate work.

Open now Tickets hub

Fast follow

Keep monitoring SLA and queue health during the shift.

Support command strip

One lane for tickets, callbacks and escalations

Keep the customer-facing queue simple: the same next action should cover ticket breach, callback recovery and owner assignment.

Open support command

Urgent tickets

0 breached / 0 urgent

Work breach first and keep closure QA visible.

Callback queue

0 queued / 0 overdue

Move missed calls back into the live lane.

Escalation window

within SLA

Queue pressure label tells support what to do next.

Queue enforcement

Work next: Queue healthy

Owner: Support lead | Backlog: 0 | Window: within SLA

No enforced queue needs immediate work.

Open this queue Urgent inbox Overdue callbacks QA lane

Queue signals

Created in window: 0
Active tickets: 0
Urgent active: 0
Unassigned active: 0
SLA breached active: 0
Escalation due active: 0
Waiting internal: 0
Waiting customer: 0
Callback queued: 0
Callback overdue: 0
Reopen risk estimate: 0
CSAT risk estimate: 0

Escalation policy

L1: Queue balancing, assignment and macro replies.
L2: Owner dispatch, callback fallback and SLA breach review.
L3: Incident escalation, public status note and recovery coordination.

Review cadence

Weekly support ops review

Owner: Support lead | Next review: 2026-06-22 09:00:00

Calendar export

Review pack CSV export ROI export pack

Ticket automation

Live queue automation is already runnable from here

Cron route: /flow/scheduler/tickets/automations/run | Secret: FLOW_TICKET_AUTOMATION_CRON_SECRET | Schedule: Veckovis måndag 08:15 Europe/Stockholm

Ticket automation hub Launch report Calendar export

Lane	Owner	Breach window	Severity	Next action	Open
SLA breached	Support lead	within SLA	ok	Work breached tickets first, assign owner and run escalation macro.	Öppna
Escalation due	Escalation owner	within SLA	ok	Promote escalation-due tickets into owner action before new work.	Öppna
First response SLA	Support lead	within SLA	ok	Queue sweeps, workload balancing and owner assignment should run before breach.	Öppna
Callback SLA	Callback ops	within SLA	ok	Eskalera overdue callbacks till backup-owner och återför lead till live lane.	Öppna
Queue pressure	Automation owner	within SLA	ok	Aktivera macros, filters och bulk replies för att hålla queue under kontroll.	Öppna
Reopen risk	Quality owner	within SLA	ok	Kör closure QA, CSAT-follow-up och reopen prevention macros.	Öppna
CSAT follow-up	Experience owner	within SLA	ok	Skicka efter-closure macro och flagga negativa svar för escalation.	Öppna