A response target is the time your team aims to send the first reply on a ticket. Kora Reply sets a due time on every new ticket, warns you when it is close, and shows which tickets are overdue.
Default targets
Every workspace starts with these first response targets:
| Priority | First response within |
|---|---|
| Urgent | 1 hour |
| High | 4 hours |
| Normal | 8 hours |
| Low | 24 hours |
Owners and admins can change each target. A target can be anywhere from 1 minute to 30 days.
Business hours
Targets count business time, not clock time. Business hours follow your workspace time zone, skip weekends and holidays, and can include split shifts (for example 9:00 to 12:00 and 13:00 to 17:00). Daylight saving changes are handled for you.
An example: your team works Monday to Friday, 9:00 to 17:00 in New York. A Normal ticket arrives on Friday at 16:30. Thirty minutes of the 8 hour target are used on Friday, and the rest runs on Monday, so the ticket is due Monday at 16:30.
What you see on a ticket
- On track: the due time is more than 30 minutes away.
- Due soon: less than 30 minutes left.
- Overdue: the due time has passed with no reply.
- After the first reply, the ticket shows whether the target was met or missed.
The Overdue view in the inbox lists every overdue ticket, most overdue first, so the team can catch up in the right order.
Tips
- Set targets your team can really meet. A target that is always missed stops meaning anything.
- Keep Urgent for real emergencies, so it stays meaningful.
- Use the Overdue view at the start of each shift.