Native Continuous/Recurring SLAs for Proactive Follow-Up

We are looking for native continuous or recurring Service Level Agreements (SLAs). The current reliance on only First Reply Time and Resolution Time SLAs is a significant blocker to managing complex, multi-day support issues and achieving a proactive customer experience.

Business Use Case

We need the ability to set and track recurring follow-up time goals, particularly when a conversation is stalled or requires external assistance.

Specific Example: When a ticket status is changed to an internal state, such as "Awaiting External Team," we need a native SLA timer to ensure a customer update is sent every X hours/days until the conversation is fully resolved.

Why Current Workarounds Are Not Viable (The Business Impact)

The current workarounds (e.g., manual snoozing or complex delayed rules) fail to meet our support structure requirements and create serious operational limitations:

1. Reactive vs. Proactive Support: The rules only notify us after an SLA has already been breached. The fundamental purpose of an SLA is to provide a warning—a visible countdown—to prevent a breach from occurring, which the current system does not provide.

2. Lack of Real-Time Visibility: The workaround only provides a single reminder. Our engineers have no visible countdown showing when the next update is due while they are actively working on the ticket.

3. Scalability and Complexity: Implementing different continuous update requirements for various customer tiers would require creating an excessive number of complex rules, leading to rule clutter, difficult maintenance, and quickly consuming plan automation limits.

4. Workflow Friction: Requiring our team to send brief, placeholder replies to manually reset the SLA timer is not a viable solution, as it adds unnecessary steps to the support workflow and compromises the quality of support communication.

A native continuous SLA feature is essential for us to achieve a standardized, scalable, and proactive support experience that matches our enterprise software standards.