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When a ticket is resolved within the time specified in the SLA, it’s an on-time resolution. This due by time for each ticket is calculated based on the SLA policy for the company of the requester that raised the ticket or the priority of the ticket itself. Agents should always try resolve a ticket within this time or, at the very least, tell the customer why it’s taking more time than promised.

If a ticket isn’t resolved within its due by time, it is marked as overdue. This does not reflect well on agents because if an SLA is violated, the manager is also notified. So at the beginning of the day, agents can filter tickets for ones that are due that day and work on solving them immediately.