Helpdesk SLA Alerts Scalability for High Ticket Volume

[rehansari26]

We are planning to implement Helpdesk for a company with approximately:

• ~500 active users
• ~5,000 tickets handled concurrently
• Multiple support teams handling different ticket queues

Current SLA Setup

• First SLA: 15 minutes
• SLA breach alerts configured at:
  • 50%
  • 75%
  • 100%

Current Behavior

• SLA assignment and breach emails are sent to assigned agents.
• If ~500 tickets are created in a short time window, agents receive SLA-related emails after 15 minutes.
• Functionally, alerts are working as expected.

Concern

While the feature works correctly, we are concerned about scalability, especially:

• Large bursts of tickets triggering hundreds of SLA emails simultaneously
• Multiple SLA milestones increasing notification volume
• Potential impact on:
  • Email queue performance
  • Background workers
  • Overall system load
  • Agent notification fatigue

Questions for Maintainers

1. Is Helpdesk (with SLA and alerts) designed to handle this scale (500+ users, 5,000+ tickets) out of the box?
2. Are there recommended best practices for SLA alerts at high volume?
   • Batched notifications
   • Digest-based alerts
   • Event-based alerts instead of time-based
3. Are there known limitations or tuning recommendations for:
   • Background workers
   • Email queue
   • SLA evaluation frequency
4. Would maintainers recommend an alternative architecture or configuration for large-scale Helpdesk deployments?

Goal

To ensure the Helpdesk implementation remains:

• Scalable
• Performant
• Maintainable
• Agent-friendly (without excessive alerts)

We are looking for guidance on whether this scenario is already supported at scale or if changes are recommended.

Describe the solution you'd like

No response

Describe the alternatives you've considered

No response

Additional context

No response