Software Design

Helpdesk Ticketing: SLAs, Agents, and Escalations

UML Class Diagrams · made in Skemio

Class diagram showing Ticket associated with Agent and SlaPolicy, with an EscalationChain triggering priority reassignments.
Class diagram showing Ticket associated with Agent and SlaPolicy, with an EscalationChain triggering priority reassignments.
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What it shows

  • SLA rules calculate dynamic breach targets based on customer tier.
  • Escalation tiers reassign tickets hierarchically upon timeout breaches.
  • Audit logs maintain immutable dispute records without polluting core entities.

The takeaway

Decouple SLA breach timers from ticket lifecycles to enable tier escalation.

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