Opening hours and targets

Opening hours and the away message

Under Hours and targets, Opening hours, switch on Use opening hours, tick the days your staff are in, set the opening and closing time and the time zone (a name such as Europe/London). Overnight shifts work: a closing time earlier than the opening time runs past midnight. A member who opens a ticket outside those hours gets your away message in the ticket straight away; tickets can still be opened at any time. The away message is the bot speaking, so it is not counted as a staff reply.

Tickets that an agent creates from the panel get no away message, and a time zone the panel cannot read counts as always open so nobody is told you are away for ever.

Response-time targets

Switch on Track response-time targets and set how long a ticket may wait for a first reply and for being closed. Agents then see a countdown on each ticket, tickets past a target are marked Overdue in the lists and a banner appears on the ticket, and the dashboard shows how many tickets met their targets.

• With opening hours on, only the time your staff are in counts, so a ticket opened at night is not late by the morning.
• The clock stops while a ticket is With user or On hold, since the team is waiting for someone else, and carries on when it changes to another status.
• Both targets run from when the ticket was created, so reopening does not start them again.
• Allow targets of their own for each ticket panel lets each panel override the server's numbers (leave a panel's box empty to use the server's, or 0 for none).
• The dashboard measures the last 30 days against today's targets, so changing a target changes the figures for past tickets too.