Support · How-to
Set response targets for each priority
Decide how quickly each priority must get its first answer, and understand what happens when a ticket misses it.
Open the targets
On Support, press the gear button “SLA settings” beside “New ticket”. The button is there only for a role that can change Support settings.
Enter the minutes
Type a first-response target in minutes for each priority, from 5 minutes up to 7 days (10080 minutes). Until you change them, the targets are 30 minutes for urgent, 60 for high, 240 for normal and 480 for low.
Save
Press “Save policies”. New tickets get their deadline from these targets. A ticket already open keeps its deadline, unless you change its priority before anyone has answered, on the ticket or from the queue.
Know what happens when a target is missed
Within a few minutes the ticket is marked as breached and appears on the “SLA breached” tab. Its priority goes up one step, from low to normal, normal to high or high to urgent, and a line in the thread records it.
Whoever has the ticket gets a notification that it missed its first-response target (the kind named “A ticket missed its first-response target” in notification settings); when nobody has it, everyone who can edit Support does. Each person can switch it off in Account settings › Notifications.
Common questions
- Does the clock stop at night or at weekends?
No. The target counts every minute from when the ticket was opened, so set targets you can keep outside working hours too.
- Can I change the SLA targets on the phone?
Yes, under More → Account → Support SLA: the first-response target in minutes for Urgent, High, Normal and Low, from 5 to 10,080. A blank field keeps the default.
Read next
Work through the support queue
Find the tickets that need you, take them or hand them to a colleague, and change several at once.
Answer a ticket and resolve it
Take a ticket or hand it to a colleague, reply to the client or leave a note for your team, change its priority, and resolve or reopen it.
Set up roles and permissions
Use the four ready-made roles or build your own: choose what each role may do in every module and whose records it sees.
More in Support
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