Feature 01 / 04
Solution
SLAs that pause when the customer goes quiet
Configure first-response and resolution targets per priority, plan, and business hours. The clock pauses while you wait on the customer — so your numbers reflect work, not handover time.
Outcomes
Reporting your team will actually trust
Helpdash workspaces with pause-on-reply SLAs report median first-response times 27% lower than competing tools — without changing how hard the team is working.
Feature 02 / 04
Breach warnings at 50%, 75%, and 90% of the deadline
Feature 03 / 04
Real-time dashboards
response, resolution, CSAT, volume, agent
Feature 04 / 04
Export to CSV or push to a webhook on the hour, every hour
Inside the policy engine
SLAs flexible enough for white-label resellers
Feature 01 / 03
Multi-policy
Different SLAs per plan, customer, or workspace. Policies stack and pick the strictest match. No silent fallbacks.
Feature 02 / 03
Business calendars
Each workspace gets its own work-week, holidays, and timezone. SLAs respect them all without manual fiddling.
Feature 03 / 03
Live exports
CSV, JSON, or webhook every hour. Push numbers into Looker, Metabase, or whatever your analytics team already runs.
FAQ
Frequently asked questions
Can I override an SLA for a specific customer?
Yes. Per-customer SLA overrides are a Pro feature — set them in the customer record, audit-log the change, and they take precedence over plan-level policy automatically.
What counts as 'first response'?
Any reply on the public side of the ticket from an agent. Internal notes don't count. You can configure whether automated rules also count as first response (most teams leave this off).
Do you support carry-over for paused time?
Yes — pauses are recorded and shown on the ticket timeline. Reports can include or exclude paused time per export.
Stand up SLA policies in the time it takes to brew coffee
SLAs and the reporting dashboard are included on Pro. Calendar overrides and per-customer policies are unlocked on the same plan.