What happens when an SLA is breached in Kora?
Updated Oct 21, 2026
A breach is flagged the first time a deadline passes unmet — the badge stays on the ticket permanently so late resolutions stay honest in your compliance stats. The assignee and all workspace owners receive an email alert, the breach lands in the activity log, the ticket.sla_breach webhook fires for your integrations, and any automation rules with the SLA-breached trigger run (escalate priority, reassign, page someone).
Tracking it
The Breached filter chip on the tickets page shows every ticket past an unmet deadline right now.
Sort by "SLA: breached first" to work the hottest queue.
Dashboard compliance percentages count only settled clocks, so new tickets never drag your score down.
Common questions
Will I get repeated alerts for the same ticket?
No. A breach is flagged once per clock, so the assignee and owners get one email per breach.
Does resolving a late ticket remove the breach?
No. The breached badge stays on the ticket permanently so your compliance numbers stay honest.
Can I send a breach to another tool?
Yes. The ticket.sla_breach webhook fires, and an automation rule with the SLA-breached trigger can escalate priority or reassign the ticket.