SLAs

A service-level agreement in Reqdesk is a small structured object: a category, a priority, a first-response target, a resolution target, and the business hours that govern them.

How the clock counts

The clock starts when a ticket is created and counts only the time the ticket is not waiting on the customer. When a teammate moves the ticket to “Waiting on customer”, the clock pauses; when the customer replies, it resumes. Customer-side silence is not your fault.

Business hours

Every workspace has business hours. The default is Sunday-Thursday 09:00-17:00 Asia/Riyadh — change them in Settings → SLAs → Business hours. Outside business hours, the clock pauses.

Pre-breach alerts

15 minutes before any target is due, the assignee gets a notification. 5 minutes before, the assignee’s manager gets one. Both are configurable per workspace.

Per-category targets

Targets live on the (category, priority) pair. “Billing dispute, High priority” can have a 4-hour first-response and 2-business-day resolution; “Feature request, Low priority” can have no targets at all. Configure these in Settings → SLAs.