Covered tickets can have a first-response deadline and a resolution deadline. The current calculation begins from ticket creation, uses the ticket-type resolution window and adjusts timing by priority.
First response is calculated separately from resolution, so answering quickly does not hide a case that still took too long to solve.
Urgent and high-priority tickets receive tighter timing than medium or low-priority work under the current rules.
That gives the queue a better signal than age alone when a new urgent case deserves attention before an older low-priority request.
SLA timing can pause when the case is legitimately waiting, for example on the customer. Lynka records when the pause began and extends tracked deadlines when timing resumes.
Accumulated pause time remains part of the history, so the adjustment is visible rather than quietly disappearing from the metric.
SLA breach records can retain breach type, target deadline, target seconds, actual seconds, priority, assignee, team and escalation level. They can also carry acknowledgement, resolution and notes.
Managers can review what repeatedly failed after the immediate ticket has been handled instead of losing the evidence when the case closes.
Priority, assignee, team, status, due date and SLA deadlines give the support team several useful ways to sort and review open work.
Lynka does not claim one universal automatic priority score. It exposes the facts that tell the team who is waiting, what is due and who owns the next move.
SLA Compliance evaluates first-response and resolution obligations due for evaluation in the selected period and reports the share that met their tracked deadlines.
Support reporting can be filtered by team, assignee, status, priority and category where applicable, making repeated misses easier to isolate.
Lynka keeps those distinctions explicit so a queue can be managed by the commitments the team actually made.
Lynka puts SLA timing on the ticket beside the team, assignee and priority so deadlines can change what support works next instead of becoming a report nobody checks until month end.
Lynka tracks separate first-response and resolution deadlines on tickets.
