Open Orders & Customers SLA & Routing (needs Manage Support). Its job runs every 5 minutes, so the scheduled task must be running. Telegram & Discord Alerts (for chat alerts) and VIP Tiers (for rules by tier) are optional.
Set it up
- Hours
Set your business hours and holidays. The default is Monday to Friday, 09:00 to 17:00, in the time zone under Settings General.
- Policies
Set the targets for each priority. The defaults:
Priority First reply Resolution Low 16 hours 80 hours Normal 8 hours 40 hours High 4 hours 16 hours Urgent 1 hour 8 hours, around the clock - Categories
Under Policies Categories, add categories with keywords. New tickets are sorted by them.
- Teams, then Rules
Add your teams, then rules. The first rule that matches a ticket sets its priority and can hand it to the next team member in turn.
Common questions
| Question | Answer |
|---|---|
| A due time looks wrong | Check your business hours, time zone and holidays, and whether that priority counts around the clock. The resolution clock pauses while you're waiting on the customer. Check now on the Queue tab refreshes due times at once. |
| My older tickets have no SLA | Only tickets opened after you first switched the add-on on are timed, so an old backlog doesn't set off a wave of alerts. Setting a priority on an older ticket starts its clock. |
| I changed a rule and nothing moved | Each ticket is routed once, when it arrives. A rule hands a ticket to someone only while nobody has it, and skips staff marked away. |
| We got an alert only once | Each alert is raised once per ticket: first reply at risk, first reply missed, resolution at risk, resolution missed. A closed ticket raises none. |
Something wrong or unclear on this page? Tell us at [email protected], or see how to get help.