SLAWatch

SLAWatch is a web app (with optional Slack/Teams integration) that monitors customer-facing support SLAs across Zendesk, Intercom, Freshdesk, and Jira Service Management. It normalizes ticket priorities, business hours, and contract-specific SLA rules, then flags likely breaches early based on queue load, assignee behavior, and historical resolution patterns. Instead of generic dashboards, it produces an “at-risk today” list with concrete next actions: reassign, escalate, request more info, or auto-update the customer with an approved template. Managers get a daily digest and a postmortem view showing which processes and handoffs cause repeat misses. This is a combination traditional + AI app: traditional rules for contractual SLA logic, plus AI to summarize risk drivers and draft customer-safe status updates. The goal is simple: fewer surprise escalations, fewer angry renewals, and fewer firefights.