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Routing decides who gets a conversation. Response time targets (SLAs) make sure nobody waits too long.

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Automatic assignment

In Helpdesk → Setup → Settings, turn on Auto-assign tickets to pick a teammate as soon as a conversation arrives:
  • Round-robin spreads conversations evenly across your team.
  • Least busy picks the teammate with the fewest open conversations.
  • A fixed person always assigns to the same teammate.
Conversations routed to a team queue use that queue’s members and strategy instead.

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Team queues

Queues group teammates into pools that share incoming conversations, for example “Tier 1 Support” or “Billing”. Open Helpdesk → Routing → Queues.
Team queues page with a New queue button
  1. Click New queue.
  2. Give it a Name and a short description of what kind of conversations land there.
  3. Choose its Routing strategy (round-robin, least busy or a fixed user) and add its Members.
A queue with no members does not auto-assign. You can add a queue to the website assistant’s Who it can pass chats to list, so visitors can be passed straight to that team. See Website assistant.

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Response time targets

Open Helpdesk → Routing → SLA to set the response and resolution times you aim to hit. SLA stands for Service Level Agreement: the promise you make about how fast you answer and resolve a customer’s issue.
SLA page with time to first reply and time to resolve for urgent, high, normal and low priority

Response time targets by priority

Every new conversation gets a countdown based on its priority. Change any target; it saves when you click away. You can switch each target off here or in Helpdesk settings.

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When a conversation runs late

The moment a conversation passes a target, Hiveku can:
  • Raise its priority one level (low to normal, normal to high, high to urgent).
  • Notify the assignee by bell and email, or the account admins when nobody is assigned.
  • Post it to Slack, when Slack alerts are on.
Each conversation triggers this only once per target, so it never nags. Deadlines are checked every 10 minutes.
When a ticket runs late options and the list of tickets running late right now
Tickets running late right now lists open conversations that have already passed a target, with how late they are and who has them. Reports shows your breach rate for the period you choose.