👋 What is this?
When a parent's issue can't be solved on the spot, it usually gets passed between teams and forgotten — nobody owns it, nobody's watching the clock. This engine fixes that: every ticket is instantly classified, assigned to a named person (never "a team"), and given an SLA deadline that escalates itself when breached.
Go to + New Ticket and type the issue as a parent would say it. Try: "our mentor didn't show up yesterday".
The engine picks a category and priority, then assigns a named owner. Unsure (<80% confident)? It asks a human via the Triage Queue instead of guessing.
Watch the SLA column: green = on track, amber = at risk, red = breached and auto-escalated to a team lead. Safety issues go straight to Head of Ops.
Each operating role opens on My Work with only relevant tickets. Manager opens a separate overview for breaches, bottlenecks, and deeper trends.
My tickets
| ID | Issue | Priority | Owner | SLA | Status | Why it is here |
|---|
Manager overview
Start with breaches and bottlenecks. Open the deeper analysis only when you need it.
First-response breaches
Where work is stuck
Weekly category trend
Operational quality and resolution time
All tickets
| ID | Age | Parent | Issue | Category | Priority | Owner | SLA (first response) | Status |
|---|