support-sla-breach-detector

When to invoke

• You have a CSV export of support tickets with timestamps (created, first response, resolved).
• You want to identify tickets that violated response or resolution SLAs.
• You need a vendor-neutral report that can work with exports from many helpdesk tools.

Inputs needed

• CSV file with at least: ticket_id, priority, created_at, first_response_at, resolved_at.
• SLA thresholds (minutes) per priority for first response and resolution.

Workflow

1. Load CSV and parse ISO timestamps.
2. For each ticket, compute:
   • minutes to first response
   • minutes to resolution
3. Compare against SLA thresholds by priority.
4. Emit:
   • list of breached tickets
   • breach reason (response, resolution, both)
   • aggregate counts by priority