Act on SLA breaches before and after they happen

You can now trigger a Workflow when an SLA target is breached — or before it happens. Choose the target that matters (First Response Time, Next Response Time, Resolution Time, or Time to Close) and automate the right response either way.

• Before SLA breach — Set how much lead time you want, and the Workflow fires automatically before the target is due. Warn, reassign, or escalate with enough runway to avoid the miss.

• When SLA breaches — The Workflow fires the moment a target is missed. Notify the team, tag the conversation, or reassign — no manual triage needed.
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