Set response targets and business hours

A response target is the time you aim for a first reply and for a solution. Desk counts time only during your business hours, and each ticket shows whether the target was met.

You need to be an admin to change these settings.

Set the targets

1. Open Settings, then Business Hours and SLAs under Organization.
2. In Targets (hours), enter the hours for First response and Resolution for each priority: High, Medium, Low and No priority. Half hours such as 1.5 are fine.
3. Under Business hours, choose your Time zone.
4. Tick the days you work and set the from and to times for each.
5. List your Holidays as dates written YYYY-MM-DD, separated by commas.
6. Choose Save.

See it on a ticket

An SLA card on the ticket shows the First response and Resolution targets. Each one reads as the time it is due, Met, Breached or Paused.

• A ticket set to On Hold pauses its timers.
• A ticket past its due date shows as overdue in the list and in the Overdue Tickets view. See Use views and filters to find tickets.

Related settings

• Departments (under Organization) groups tickets by team, each with its own support address.
• Assignment gives new tickets an owner automatically.