Service Desk: tickets, SLAs and time

Priority and SLA deadlines

Every ticket has a priority, and the priority sets two deadlines measured from when the ticket was created:

Changing a ticket's priority moves both deadlines to the new priority's targets, still measured from creation — so raising a two-day-old ticket to CRITICAL makes it overdue straight away, which is the point. Any other priority value is refused.

A ticket is marked SLA breached when the first-response deadline passes with no public reply (internal notes don't count, and a reply after the deadline doesn't undo it), or the resolve deadline passes while the ticket is still open. A breach stays recorded after the ticket is closed — it's a fact for SLA reporting, not a live status.

Statuses and resolution time

OPEN, IN_PROGRESS, WAITING, RESOLVED and CLOSED. Assigning an OPEN ticket moves it to IN_PROGRESS. The resolution time is set when a ticket is first resolved and stays when it is later closed; reopening clears it. CSAT surveys are timed from the resolution time.

Replies and time entries

Replies can be public or internal notes (up to 20,000 characters). Time entries are logged in minutes, at most one day (1,440 minutes) per entry — log longer work as separate entries. The ticket's running total is updated together with the entry, so the two always agree.

Customer satisfaction (CSAT)

Each ticket can be rated once. The rating link in the email first shows a confirmation page — the rating is recorded only when the customer presses Submit, so email security scanners that open links don't cast a vote.

Without the Service Desk add-on

If the add-on isn't active — never purchased, or the subscription has ended — the service desk is read-only: tickets, quotes, schedules and history stay visible, but creating or changing anything returns an error until the add-on is active again. Automatic CSAT surveys are not sent during that time. A cancelled add-on keeps working until the end of the period already paid for. Clients can still answer a quote approval link or a rating link already sent to them.

Schedules

Scheduled jobs have a duration between 1 and 1,440 minutes and a status of scheduled, in_progress, completed or cancelled. An unreadable date is refused rather than ignored.