Set response and resolution targets per client and per priority, and the queue shows a live countdown on every ticket. The clock respects your working hours, pauses while a ticket is on hold, and reports afterwards on what you actually met.
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Most teams agree targets in a contract and then track them in their heads. The first anyone hears about a breach is the client raising it, which is the most expensive moment to find out.
A due date buried in a field is not a warning. Nothing on the queue tells you which ticket is about to go past its target.
A target measured in raw hours counts nights, weekends and the three days you spent waiting on the client for information.
When a client asks whether you hit the agreed targets last quarter, the honest answer is a shrug and a spreadsheet.
Set response and resolution values per audience and per priority in administration. That is the contract, expressed as configuration.
From email, the portal or an agent. Tickets that arrive by email carry no audience yet — that is what triage is for.
Setting the audience applies that client’s target for that priority straight away, and the countdown appears on the queue.
It runs inside your working hours and pauses whenever the ticket goes on hold, so the number reflects the promise you actually made.
See what is close to breaching before it does, and evidence performance when the client asks for it.
A countdown on each ticket makes the priority order obvious without anyone having to police it.
Per-client scorecards that turn the quarterly review from a debate into a report.
Not on arrival — and this is worth understanding before you buy. Targets are chosen by audience and priority, and an emailed ticket has no audience until someone assigns one. Assign it at triage and the target applies immediately, with the countdown appearing on the queue. Tickets an agent creates with an audience already set get their target straight away.
Not if you do not want it to. A business-hours calendar governs the countdown, so a four-hour target agreed on a Friday afternoon does not quietly expire on Saturday morning.
Put the ticket on hold and the clock stops. It resumes from where it paused when the ticket comes back, so time spent waiting for information does not count against the target you agreed.
Yes — that is the design. Targets are set per audience, so a managed client and an ad-hoc one can hold genuinely different commitments, each with its own values across all five priority levels.
The per-audience compliance scorecard shows what proportion of targets were met, and the breach detail report shows exactly which tickets missed and by how much. Both export to CSV or Excel.
Ticketing, due dates and the countdown are part of the help desk, which is free for two agents. The wider reporting suite and the modules around it — assets, contracts, projects — are Pro at $12 per agent per month.