Service levels and business hours
Time first responses and resolutions in working hours, and escalate before it is late.
Set your working hours once and Tasks times requests in working time only.
- In the board menu, choose Requests and email, then the Service levels tab (owners and admins).
- Choose your working days, hours, time zone and public holidays (England and Wales, Scotland, or Northern Ireland), and add any other days off.
- Add a service level: which tasks it applies to (by priority, label, the requester's domain, or how it came in) and the targets, for example first response within 4 working hours and resolved within 3 working days.
Cards and tasks show how much working time is left, and List gets a Time left column you can sort by, so the most urgent come first. At 75% the people assigned hear about it; when a target is missed, admins do too.
- First response is the first reply to the requester, by email or on their status page, or the task leaving its first column.
- Choose columns where the clock pauses, for example "Waiting on requester".
- Use the rule triggers "A service level is at risk" and "A service level is missed" to raise priority, reassign or email a manager.
- Open in Grid puts the history in a Grid for your own reporting.
Was this helpful?