SLA Breach
When a ticket misses its agreed first-response or resolution target — ideally warned about before it happens.
An SLA breach is when a ticket misses one of its SLA targets — either the first-response or the resolution deadline. Breaches are the signal that a commitment wasn't met, but the goal of good tooling is to prevent them, not just record them.
That means warning the team before the deadline, counting only business hours, and pausing the clock while waiting on the customer so "breaches" are real. Helpdash fires breach warnings ahead of the deadline and can escalate at-risk tickets automatically.