The Challenge
Support teams juggle multiple systems without a unified SLA view. Breaches slip through because no one sees the full picture until it's too late. Customer satisfaction suffers when commitments aren't met.
Our Solution
Unified SLA dashboard across all tools with alerts before SLA deadlines are missed for improved customer satisfaction scores. Single view prevents any ticket from falling through the cracks.
Business Impact
- Prevented SLA breaches
- Unified visibility across support tools
- Improved customer satisfaction
- Proactive breach alerts
- Better support team coordination
Comprehensive Multi-System SLA Monitoring
Clockspring creates a unified view of SLA performance across all your support systems:
Multi-System Data Aggregation
Collect ticket data, SLA definitions, and response times from Zendesk, Jira Service Management, and custom ticketing databases in for comprehensive tracking.
Intelligent SLA Calculation
Apply business rules for SLA calculations including business hours, holidays, escalation paths, and customer tier priorities across all systems with consistent logic.
Proactive Breach Prevention
Send alerts to managers and agents before SLA deadlines are missed, with escalation workflows and automated notifications to prevent customer dissatisfaction.
Unified Dashboard & Reporting
Provide dashboards showing SLA performance across all systems with trend analysis, team performance metrics, and customer satisfaction correlation.
Systems Involved
Notes: Supports most major ticketing systems and custom databases. SLA calculations respect business hours, holidays, and customer tier priorities. alerts with configurable escalation workflows.
How It Works (60 seconds)
- Aggregate: Collect ticket data and SLA definitions from all support systems in with unified tracking.
- Calculate: Apply consistent SLA calculations across systems considering business rules and customer priorities.
- Alert: Send proactive notifications before breaches occur with escalation workflows and dashboard visibility.
- Data collection: API polling from ticketing systems with updates
- SLA engine: Business rules for response/resolution time calculations
- Breach prediction: Time-based alerts with configurable thresholds
- Dashboard integration: visualization and reporting
- Notification routing: Multi-channel alerts to teams and managers
- Performance tracking: Historical SLA metrics and trend analysis
- Escalation workflows: Automated processes for breach prevention
Built‑in Safeguards
- Business hours compliance: Accurate SLA calculations respecting holidays and schedules
- Escalation management: Automatic workflows to prevent missed commitments
- Alert redundancy: Multiple notification channels to ensure visibility
- Historical tracking: Complete audit trail of SLA performance over time
- Customer tier awareness: Priority-based SLA calculations for different service levels
Ready to Prevent SLA Breaches?
Stop missing SLA commitments across multiple support systems. Get unified monitoring and proactive alerts before deadlines are missed.