Features
Service targets with a clock you can see
Promise a first reply within an hour and a solution within a day, and see on every ticket how long is left. Targets count only your business hours, pause while you wait on the customer, and warn the right people before they slip.
Get startedOn Pro and Agency.
Set it once, see it everywhere
- 1
Set your hours
Business hours and holidays for each brand, in its own timezone.
- 2
Write your policies
First reply, next reply and resolution targets, by priority, channel or tag.
- 3
Watch the clock
Time left on each ticket, “due soon” and “breached” views, and alerts.
- 4
Escalate in time
A ticket close to its target goes to the person or team you choose.
How the targets work
Counted in business hours, so a ticket that arrives on Friday night doesn’t breach on Saturday.
- Three targets
- First reply, next reply after the customer writes again, and resolution.
- Policies
- Different targets for urgent tickets, for WhatsApp, or for a VIP tag; the most specific policy wins.
- Business hours
- Opening hours and holidays per brand; time outside them doesn’t count.
- Paused when it should be
- The clock stops while the ticket waits on the customer or is on hold.
- Alerts
- In the bell, by push on the phone and by email, to the owner and the people you choose.
- Escalation
- Hand a ticket that is about to breach to a lead or another team.
- Reports
- Targets met per channel, teammate and team, in support analytics.
On Pro and Agency
Service targets, business hours and escalation come with Pro, with teams and time automations.
Questions
What is an SLA in a help desk?
A service level agreement: the time you promise for a first reply and a solution. Hivenza calls them service targets and keeps time on each ticket.
Do weekends count?
Only if they are in the brand’s business hours. Holidays don’t count either.
Can different customers get different targets?
Yes. Policies by priority, channel or tag let you give urgent tickets or VIP customers shorter targets.
Who is told when a target is close?
The ticket’s owner and anyone you add, in the app, by push and by email, and the ticket can be escalated automatically.
Make your reply times a promise you keep
