[avr5500]

Hey, thank you for taking time to write such a detailed feedback! Really appreciate this.

The automations are just for that, in automations admin tab you can create rules like email has text `@google.com`, `[e-mail]`. If true you can apply certain actions like set SLA, assign to a specific agent, etc.

You're right this SLA system is not flexible enough, I will work on improving this feature.

Regarding the "FRD Overdue" and "RD Overdue" labels, they show when the First Response Deadline or Resolution Deadline for a ticket has passed. Yes adding some hover text makes sense.

Maybe the https://libredesk.io/docs page needs a concepts section.

Again thank you for the feedback.

[registeredcorn]

Ah, nice. Thanks for the clarification! Really looking forward to the future of this system. :)