Roles, Access & SLAs
Access levels in Helpdesk and how SLA deadlines and warnings behave.
Access levels
| Role | Sees | Can do |
|---|---|---|
| IT staff | Their own assigned tickets | Work, comment, resolve |
| Hardware engineers | Their own assigned tickets | Work, comment, resolve |
| Managers | All tickets | Everything above, across the team |
| Admins | All tickets | Everything above, plus reassignment |
Roles come from your organization's directory — they are assigned in the Admin Console under Users, Teams & Roles, not inside Helpdesk itself.
SLA behavior
Each ticket carries an SLA deadline derived from its priority. The list views show live countdowns; tickets nearing breach are highlighted, and breached tickets float to the top of manager views.
Real-time warnings
Deadline indicators update live — no refresh needed — so the queue always reflects true urgency.
Priority-driven deadlines
Higher priority means a shorter SLA clock; priorities are suggested by the escalating AI agent and adjustable by staff.
Pending pauses the clock
Time waiting on third parties does not count against your team's SLA.
Best practices
- 1
Triage New tickets twice a day
AI escalations arrive pre-contextualized — a quick claim keeps SLA clocks healthy.
- 2
Keep statuses honest
Use Pending whenever you are blocked externally so SLA reporting stays accurate.
- 3
Write resolutions for the next reader
Clear notes turn Recently Resolved into a searchable knowledge base for the whole team.