Features / Support
Routing and response targets
The right person, inside the time you promised
Rules decide who gets what. Response targets track whether you are keeping the promises you made, and tell you before you break one rather than after.
When all of these are true
- productisHalyard
- keywordcontainsrefund
- priorityishigh
This one does not use tag or channel, the other two it could have matched on.
The conversation it landed on
Charged twice for the annual plan
Halyard · high · from email
What it does
- Rules on channel, product, tag, priority or keyword
- Response and resolution targets, set per priority
- Business hours, so nights and weekends do not count against you
- Notify and escalate when a target is breached, so it is caught rather than discovered in a monthly report
Without it
Nothing is late until somebody notices, and nobody is watching
Monday morning is forty threads and no order
Everything is marked urgent because nothing is triaged. The one from the customer whose renewal is on Friday is somewhere in the middle, under three password resets and a cold sales email.
You learn about the missed promise from the customer
The contract says four hours for a first response. Nobody is counting, so the first you hear of it is the customer quoting your own agreement back at you in a message that starts 'per our SLA'.
Weekends count against you
Something arrives at 11pm on Saturday. Your team works weekdays. By Monday morning the clock says sixty hours and your numbers say you are terrible at support, which is not what happened.
How it works
Rules decide what happens before anyone reads it
Conditions on tag, priority, product, channel, or a keyword in the message, matched on all or any, in an order you set so the first fit wins. Actions assign a team, set priority, add a tag, notify someone or escalate.
What that includes
- Conditions on tag
- priority
- product
- channel
- a keyword in the message
- matched on all or any
Assignment goes to one person, and is recorded
Within a team it moves round the members in turn, skipping anyone who does not have access to that product, up to a per-member cap on open conversations. Every attempt writes an event saying who or what did it and whether it applied, and if it was skipped, why.
What that includes
- whether it applied
- if it was skipped
- why
Two clocks, per priority, per product
A first response clock and a resolution clock, set for urgent, high, normal and low. Define them once for the organization and override them for a single product; the settings screen tells you for every row whether it is the default, inherited, overridden or unset.
What that includes
- A first response clock
- a resolution clock
- set for urgent
- high
- normal
- low
Business hours actually pause the clock
A weekly calendar in your timezone, plus holidays. Change the calendar and running clocks are rebuilt from the version of the calendar that was in force at the time, so editing your hours today cannot retroactively breach a conversation from last week.
A missed target does something
It notifies, to Slack, email or in the app, aimed at a team, a specific member or an escalation group. It can also reassign the conversation to a different team and bump its priority, so a breach moves the work rather than just filing a complaint about it.
What that includes
- It notifies
- to Slack
- email or in the app
- aimed at a team
What it means for you
The right person has it before they open the app
Triage happened on arrival. What is in front of someone when they sit down is their work, in order, not the whole pile.
Nobody quietly ends up with everything
Turn-taking and a cap on open conversations mean the fastest responder does not silently absorb the queue until they burn out.
Nights and weekends do not count against you
Your response record reflects the hours you actually promised to work, and an edit to those hours never rewrites history you have already reported on.
The honest limit: Routing rules and response targets are both off by default and have to be switched on deliberately. Tore acts at the moment a target is missed, by notifying and escalating; an early warning some minutes before the deadline is not built yet.
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