Set reply deadlines

Set your targets

1. 1In the app, go to Settings › SLA.
2. 2For each priority, enter the First Response (minutes) and the Resolution (minutes). Beside each resolution time you see it in hours.
3. 3Click Save SLA policies.

A new workspace starts with these, which you can change at any time:

Urgent

First reply in 15 minutes, resolved in 2 hours

High

First reply in 1 hour, resolved in 8 hours

Medium

First reply in 4 hours, resolved in 24 hours

Low

First reply in 8 hours, resolved in 48 hours

How the clock runs

• It starts at the customer’s first message, by email, chat or contact form.
• It counts every hour, nights and weekends included.
• Each ticket has a priority. A chat that becomes a ticket gets one with its summary, a contact form uses its Default ticket priority, and email starts at Medium.
• Change a ticket’s priority under its title: its resolution deadline then counts again from that moment.
• The ticket list and the ticket show the time left to the resolution deadline, then “SLA overdue” once it passes.

Who hears about it

80% of the resolution time

The person the ticket is assigned to gets an email.

First reply missed

The assignee, or the Owners and Admins when nobody has the ticket.

Resolution missed

The assignee and the Owners and Admins. An internal note on the ticket says so. The ticket stays with whoever has it.