Set response targets and helpdesk settings
Choose how fast tickets must get a first reply and be solved for each priority, plus the auto-reply, inbox and stages.
Response targets (also called an SLA) set how quickly you promise to answer and to solve a ticket, by priority. Tickets that miss a target turn Overdue, so the team sees what to pick up first.
Steps
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Open Helpdesk, then Settings. Response targets has one row per priority, with the hours to the First reply and to Solved.
Open Settings -
Set your targets. Type the hours for each priority, for example 2 hours to the first reply on High. Leave a box empty for no target.
Set your targets -
Auto-reply and inbox. Auto-reply to new tickets emails customers a confirmation with the link to their ticket page. The Helpdesk inbox gets new tickets from the support page. Click Save settings.
Auto-reply, inbox, save -
Stages. On the right, rename or reorder the stages, or add one such as Escalated. Tickets in a stage ticked Closed count as solved.
Stages -
See the targets on a ticket. Each ticket shows when its first reply and solution are due, and when they happened.
Targets on a ticket
Note New targets apply to new tickets. Tickets already open keep the targets they started with.
Good to know
- The clock counts real hours from when the ticket is opened, and stops while a ticket waits on the customer.
- The Overview counts overdue tickets and your average first reply time this month.