The service level applied to a ticket depends on the priority it is given when the conversation is converted. The Access Digital Assistant generates that priority from the conversation content so far and applies P4 by default when there is not enough context to decide. All times below are in minutes.
Priority | First reply | Next reply | Resolution |
P1 Urgent | 60 | 240 | Not applicable |
P2 High | 120 | 240 | Not applicable |
P3 Medium | 240 | 480 | Not applicable |
P4 Low | 480 | 2400 | Not applicable |
📌 Note: Tickets have no resolution or Time To Close target. They are measured on how quickly you respond to the customer.
⚠️ Important: Check the priority on every ticket you convert. A ticket left on the default P4 gives you eight hours to reply, which is too slow for an issue stopping a customer working.
The Next Reply Time counter
Ticket service levels run on a Next Reply Time counter rather than a continuous clock. Knowing when the counter is running tells you which tickets are genuinely urgent and which you can order to suit yourself.
The counter starts when the customer gives you an update and a response is needed from you.
The counter is not running when you were the last person to add a public reply, because the ticket is waiting on the customer rather than on you.
Where several tickets sit at the same priority with no counter running, order them by date submitted, or by whichever gives your customers the best outcome.
Service level calculations respect the office hours configured in Intercom, and bank holidays and closure periods can be added to them. A ticket raised on a Friday evening is not burning through its target over the weekend.
🤓 Tip: Service level and response timers on open conversations keep counting while you are on a phone call. A long call does not pause the queue behind it, so check your open conversations as soon as you finish.