What happens when an SLA is breached?

A breach is flagged the first time a deadline passes unmet — the badge stays on the ticket permanently so late resolutions stay honest in your compliance stats. The assignee and all workspace owners receive an email alert, the breach lands in the activity log, the ticket.sla_breach webhook fires for your integrations, and any automation rules with the SLA-breached trigger run (escalate priority, reassign, page someone).

Tracking it

• The Breached filter chip on the tickets page shows every ticket past an unmet deadline right now.

• Sort by "SLA: breached first" to work the hottest queue.

• Dashboard compliance percentages count only settled clocks, so new tickets never drag your score down.