SLA or no SLA, time bound responses impress customers a lot. How sweet it would be if you got to do something about the ticket that’s past the due date automatically? That’s why we now have incorporated filtering using due date when you create a smart rule.
Once you pick Due Date from the conditions menu, a companion menu will show up right next to it. From here, you can set the due date condition to be set in the present (Is), future (Is in) or the past (Gone past by). So the next time when a ticket misses the set due date, make sure the right people are notified or assigned to another category in bulk.