Skip to content
Sendora Cloud
Create account
2026-05-30 · Platform

Support — audience-routed SLA policies

  • Migration 0058: `sla_policies.audience_id` nullable column + partial index `(org_id, priority, audience_id) WHERE audience_id IS NOT NULL AND is_active = true`.
  • New matcher `resolveSlaPolicy()` in `support/routes.ts`: scans active SLA policies for the ticket's priority sorted `audience_id desc, created_at desc`, resolves reporter profile by `(orgId, projectId, externalId=userId | email)`, calls `isProfileInAudience` for each audience candidate, first match wins, falls back to global policy.
  • Backward-compatible: existing rows + callers keep working with `audience_id` null. Zero overhead for orgs not authoring audience-scoped policies (profile lookup is skipped entirely when no audience candidate exists for the priority).
  • Closes Wave 14 Support honest-retract gap on "audience-routed SLAs".