Response and resolution targets by priority, measured in your business hours, with alerts before anything slips.
Hey Customer measures every support ticket against two deadlines — one to answer it, one to resolve it — set per priority and counted only in the hours you actually work.
Tick the days you're open, set an opening and a closing time, paste in your holidays, and type a target for each priority in minutes or hours. Out of the box an urgent ticket gets 1 working hour to a first reply and 8 to resolve; a normal one gets 8 and 72.
Evenings, weekends, and the days you're closed never count against you.
Every measured ticket wears its clock: On Track, At Risk, Breached, Paused, or Met, with both due times underneath it. At Risk lands at three quarters of the target, while there is still time to do something about it.
Hey Customer rechecks every running clock once a minute and raises two notifications — SLA At Risk and SLA Breached — in the app, by email, and in Slack. You choose who gets them, so the warning reaches the person who can act on it instead of everybody.
Park a ticket waiting on the customer and the resolution clock stops — but only once you have actually replied. Nobody pauses their way out of answering.
Sort the ticket list by its service level column and the trouble floats to the top. Filter to Breached or At Risk and you have this morning's list in one click.
Service levels stay off until you switch them on, and switching them on measures new tickets only. One button backfills the tickets you already had, so nothing is retroactively declared late.
It isn't a tier, an upgrade, or a helpdesk subscription bolted on the side. It's part of the same $10 per user plan as everything else.