Lynka calculates a first-response deadline and a resolution deadline for covered tickets. Answering a customer and resolving the problem are measured separately.
The current calculation starts from the ticket creation time. Ticket type provides a default resolution window, while priority shortens or lengthens that window. First response is calculated as a portion of the resolution window with sensible minimum and maximum bounds.
Urgent and high-priority tickets receive tighter timing than medium or low-priority work under the current rules.
This makes the queue more useful than a simple oldest-first list when a recently opened urgent case needs attention before an older low-priority request.
SLA timing can be paused, for example while the team is waiting on the customer. Lynka tracks when the pause began and extends the deadlines when timing resumes.
When work resumes, the paused duration is added to both tracked deadlines. The delay is therefore accounted for instead of being hidden or counted as active support time.
Lynka records first-response and resolution breaches with the due time, target duration, actual timing, priority, assignee and team information.
A breach can also carry acknowledgement and resolution information, which gives managers more detail than a single red flag on the current ticket.
Priority, assignee, team, status, due date and SLA deadlines all provide useful ways to review open work.
The goal is not to invent an automatic priority score. It is to give the team enough information to identify which customer is waiting, what the commitment is and who is responsible.
The SLA Compliance report evaluates first-response and resolution obligations within the selected period and reports the percentage that met their tracked deadlines.
Support reporting can also be filtered by team, assignee, status, priority and category, which helps a manager investigate where misses are concentrated.
SLA breach records can keep the breach type, target deadline, target seconds, actual seconds, priority, assignee, team and escalation level. They can also be acknowledged and resolved with notes.
That gives a manager something concrete to review after the immediate ticket is handled, especially when the same type of breach keeps appearing in one queue.
A ticket can pause its SLA clock while the case is genuinely waiting. When it resumes, Lynka adds the paused duration to the response and resolution deadlines and keeps the accumulated pause time.
This prevents a support metric from treating every hour of customer waiting as if an agent simply failed to work the ticket.
Lynka tracks those distinctions directly on the ticket.
SLA tracking is useful when it changes what the team does next. Lynka puts timing on the ticket itself, alongside the person responsible and the current priority, then reports whether those commitments were met.
Lynka tracks separate first-response and resolution deadlines on tickets.