The service level applied to a conversation depends on the customer support plan on the user, and starts when the conversation is assigned to the Support team inbox. All times below are in minutes.
Customer support plan | First reply | Next reply | Resolution |
Essential and Classic | 15 | 30 | 240 |
Standard | 10 | 20 | 120 |
Premier | 5 | 10 | 60 |
🤓 Tip: Reply before you investigate. A short acknowledgement protects the first reply target and tells the customer their query has reached a person.