> Source: https://mywaypoint.ai/docs/examples/wait-time-sla
> Documentation index: https://mywaypoint.ai/llms.txt


# Wait-time SLA tracking

**You say tickets sit unassigned until a customer complains; Chip builds a live queue, a history of every wait & a dashboard that puts the longest wait first.**


## For

- [For Support](https://mywaypoint.ai/for-support)
- [Stalled case notification](https://mywaypoint.ai/use-cases/stalled-case-notification)
- [Trend analysis](https://mywaypoint.ai/use-cases/trend-analysis)

## In

- [Salesforce](https://mywaypoint.ai/docs/integrations#salesforce)
- [Zendesk](https://mywaypoint.ai/docs/integrations#zendesk)
- [ServiceNow](https://mywaypoint.ai/docs/integrations#servicenow)
- [Intercom](https://mywaypoint.ai/docs/integrations#intercom)

## Use case

```prompt-request
Tickets sit unassigned and I only hear about it when a customer complains. I want to see what's waiting right now, and whether we're getting slower or faster over time.
```

## What Chip builds

- **The data, kept in three shapes.** What is waiting now, the history of every wait with how long it took & an hourly picture by priority: the typical wait, the slow tail & the longest.
- **The automations that keep it current.** One watches tickets start & stop waiting; the other rolls the history up every hour. Running either again changes nothing.
- **A dashboard.** A "Waiting now" count up top, a trend line & a table of waiting tickets sorted so the longest wait is first, because that is the one you go & chase.
- **Documents that explain it**, one per table, automation & screen.

Chip rehearses both on your real ticket history, then switches them on.

**How it runs now.** Open the dashboard & the longest wait is at the top; the trend line says whether the team is getting faster. The history keeps building on its own.