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Response time targets are the promise you make about how fast you answer. Set them by how urgent a ticket is: every new ticket then gets a countdown, and one that runs past its target is flagged so it doesn’t slip. This guide reads Northwind’s targets and the one ticket running late.

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Open Response time targets

Click Helpdesk in the left rail, then Routing at the top, then SLA.

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Set your targets

Time to first reply is how fast someone answers a new ticket. Time to resolve, under it, is how long you have to sort it out completely. Each has a target per priority, from Urgent to Low.
Time to first reply, switched on and outlined: Urgent within 15 min, outlined; High within 60 min; Normal within 240 min; Low within 1440 min

Answer urgent tickets within 15 minutes

Type a number in a box and click away: it saves straight away. Switch a whole section off if you don’t want that kind of target.

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Decide what happens when a ticket runs late

When a ticket runs late sets what happens the moment a ticket passes its target, once per ticket:
  • Raise priority one level, so it moves up the list.
  • Notify the assignee by bell and email, or the account admins if nobody has it.
  • Post to Slack, once Slack alerts are on in Helpdesk settings.
Below it, Tickets running late right now lists every open ticket past a target, which target it missed and by how much.
When a ticket runs late, switched on: Raise priority one level, Notify the assignee, and Post to Slack, all ticked. Tickets running late right now: Hi, Bob Smith, chat, urgent, First response + resolution, 24d overdue, Unassigned

What happens when a ticket is late, and which are late now

Click a late ticket to open it and answer.

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Good to know

  • Each ticket shows its countdown in the SLA card on the right of the ticket.
  • How often you hit your targets is the SLA breach rate in Reports: see Check How Your Support Is Doing.