Set first-response and resolution targets per client and priority, stop the clock while a ticket is on hold, count only your working hours, and prove it all with breach reports and scorecards.
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Separate first-response and resolution SLAs per billing audience and priority tier — the way real service agreements are written.
A 4-hour SLA opened at 5pm lands the next morning, not overnight. On-hold time never counts against you.
Live SLA badges on every ticket, an escalation alert before you breach, and a per-client scorecard you can export for the monthly review.
Yes. Targets are defined per billing audience (client/contract) and per priority, so each agreement gets its own response and resolution goals.
Yes — putting a ticket on hold pauses its SLA clock, and the time is given back when work resumes, so waiting on a client never counts against your numbers.
Yes. Vertask includes an SLA breach detail report, a per-audience compliance scorecard and a first-response report — all filterable by date range and exportable to CSV/Excel.
Vertask is far more than a ticket queue. Here's everything you can run in one place — no bolt-on subscriptions.
Not an RMM and not accounting software — Vertask focuses on the service-desk, PSA and asset/facility side, and syncs with the tools that do the rest.