Every ticket has two clocks, shown under Service clocks on the ticket:
- Response: from raising it to the desk's first public reply.
- Resolution: from raising it to resolving it.
Business hours
Clocks run only in the desk's business hours, in its time zone. Monday 16:30 plus 60 business minutes is Tuesday 09:30 on a desk open 09:00 to 17:00. To check a time, open the desk in Desks and settings and choose When is it due?.
Targets
Each desk sets a response and a resolution target for each priority. The sandbox's desks use:
| Priority | Response | Resolution |
|---|---|---|
| P1 | 30 minutes | 4 hours |
| P2 | 1 hour | 8 hours |
| P3 | 1 hour | 16 hours |
| P4 | 2 hours | 40 hours |
All in business hours.
Pausing
The resolution clock pauses while a ticket waits for the requester or a supplier for one of the desk's allowed reasons, and while it is resolved before being reopened.
Missing a target
A clock past its target shows past target in the queue and the ticket appears under Past a target on Home. The ticket's owner, or the desk's leads if nobody owns it yet, get one notice per clock.