Know a case is slipping before it slips
Response and resolution targets per priority, with escalation and alerts that fire ahead of the deadline rather than reporting the miss afterwards.
Targets nobody can see are not targets
Most teams have an idea of how quickly they should respond. It lives in an onboarding document, and there is no mechanism connecting it to the queue. Cases are handled in the order somebody happens to open them, urgent items sit behind trivial ones, and the target surfaces only in a monthly report showing it was missed.
A target is only operational when the system knows it, watches the clock, and says something while there is still time to act.
How it works
- 1
Define the policy
Set first-response and resolution targets in hours, by priority, by form, or both.
- 2
Cases are tracked automatically
Each case is measured against the policy that applies to it from the moment it arrives.
- 3
Escalation is named upfront
Each policy carries an escalation assignee, so a slipping case has a defined destination rather than a search for an owner.
- 4
Alerts fire on breach and overdue
Notifications go out as targets are approached and passed, to the handler and the escalation contact.
What you can set
Separate response and resolution targets
Acknowledging quickly and resolving fully are different promises; they are measured separately.
Per priority and per form
An urgent safety report and a routine suggestion should not share a clock. Policies can apply by priority, by form, or by a combination.
Defined escalation
Every policy names who a breach goes to, so nothing sits unowned.
Breach and overdue notifications
Both are surfaced actively rather than waiting to be discovered in a report.
Due dates on the case
Targets appear on the case itself, so the person working it sees the clock without opening a policy page.
Works well when
- You have promised response times to customers or internally
- Urgent items get stuck behind routine ones
- Nobody notices a case is slipping until it is late
- Escalation currently means asking around
Common questions
Can different priorities have different targets?+
Yes. Policies are defined per priority, per form, or by both together.
What happens when a target is breached?+
A breach notification is raised and the case can be escalated to the assignee named in the policy.
Are response and resolution tracked separately?+
Yes, they are separate targets — one for the first reply and one for closing the case.