SLA and customer follow-up in a visual pipeline
Set time limits for a pipeline and its individual stages. Use case owners, saved views and scheduled follow-ups to find work that needs attention.
What does SLA measure?
Kunde Saker measures how long a case can remain in a pipeline or stage. These separate limits run continuously, including evenings and weekends. They do not measure first-response time or business-hours-only service.
A practical example
A team could set 48 hours for a pipeline and 4 hours for New. Moving a case to In progress starts the new stage clock while preserving pipeline time. A stage marked closed stops the SLA clock.
Finding overdue cases
SLA badges appear on cards and conversation details. In the inbox, choose the SLA overdue saved view. My open cases and Unassigned cases provide other starting points. Dashboard does not yet include a dedicated SLA breach overview.
Follow up at a specific time
Add a follow-up with a due time and owner to an email card. It also appears in tasks and My work. Review overdue follow-ups, change their deadlines or mark them complete.
Agree who checks the queue
The app currently provides visual SLA status rather than automatic SLA notifications. Check overdue and unassigned cases regularly. Review new replies on closed cases and move them back to an active stage when needed.