Response targets

How first answer and solved targets are set per priority, when the clock pauses, and what At risk, Overdue and Missed mean.

Every new ticket gets two targets from its priority: when the customer should get a first answer, and when the ticket should be solved. The defaults are:

• Urgent: first answer within 1 hour, solved within 8 hours.
• High: 4 hours and 24 hours.
• Normal: 8 hours and 3 days.
• Low: 24 hours and 5 days.

Targets count calendar hours. Changing a ticket's priority moves its targets.

Change them

1. Open Support settings and the Response targets tab.
2. Use Use response targets to switch them on or off.
3. Set First answer within (hours) and Solved within (hours) for each priority.
4. Choose whether to Pause the clock while waiting on the customer.
5. Select Save targets.

On the ticket

The Response target section shows First answer and Solved, each with Due in a time, At risk, Overdue, Paused, Target met or Missed. A target becomes At risk near its end: in the last fifth of the time, or the last hour, whichever is longer.