SLA Alarms Without Cron Workers

SLA management in legacy tools relies on cron jobs that scan thousands of tickets every minute. Missed scans mean missed breaches—and angry customers.

EdgeDesk stores SLA deadlines inside TicketDO and uses setAlarm to fire exactly at the deadline. No Cron Worker polling D1. No approximate timing.

Per-channel targets are configurable: email 4 hours, web chat 5 minutes, custom webhook channels on Enterprise. The SLA clock pauses automatically when a ticket is pending customer reply.

When a breach is imminent, a WebSocket push alerts the agent dashboard. Phase 2 adds automatic escalation to a manager with SLA alarm extension.

Growth and Enterprise plans include advanced SLA policies and auto-escalation. Starter includes basic SLA timers on email and web chat.