Check out the latest updates in Rev.io as of 4/2/26!

New Features

• SLA policies can now be created and managed through a multi-step wizard in System Settings, allowing you to define response and resolution targets by priority level and configure when SLA timers start, pause, and stop. Policies can be edited, deactivated, or deleted, and a default SLA can be assigned to each customer account to automatically apply to all tickets created for that customer. [61192, 61198, 62005]
  
• SLA response and resolution timers now appear on tickets and automatically start, pause, resume, and stop based on your policy conditions. Color-coded indicators show timer status at a glance: black for not started, green for on track, orange for escalated, blue for completed, and red for breached. Response and resolution timer columns are also available in the ticket list view, displaying the same color-coded status for each ticket. [61623, 61624, 61856]
  
• Administrators can now configure workflow notifications to trigger automatically when ticket SLA escalation or target thresholds are reached. [61628]
  

Bug Fixes

• Inbound email text now displays correctly in dark mode, ensuring readability regardless of the active color theme. Thanks to John Albert for his feedback! [61678]