how-to · Settings Open this in the console

Set up ticketing.

The organisation's owner switches ticketing on under Settings › service desk. Targets are minutes of business time within the hours you set, so the clocks pause overnight and at weekends.

Urgent means the company cannot work; high means one person cannot. The defaults are 30 minutes to respond and 4 hours to resolve for urgent, down to a day and five days for low.
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Hours, targets, categories

Set the business hours and time zone, then the first-response and resolve targets per priority. Categories and canned replies are managed on the same tab. Press save settings.

The service desk settings tab with hours, targets and categories The service desk settings tab with hours, targets and categories
Settings › service desk for Example IT.

Resolved tickets close themselves after the number of days you set; a requester reply before then reopens. BE AI triage and automatic knowledge writes are the two switches at the top.