Service
Set up SLA policies, macros and customer notifications
The Naffes CRM help desk measures every ticket against two clocks: first response and resolution. In the steps below you set both clocks per priority, turn your repeated answers into macros, and decide what the customer receives automatically, all from one settings screen.
Before you begin
The help desk (tickets, SLA policies, macros) is part of Pro and Enterprise, and of the free trial. Admins configure this screen; other users can view it.
Steps
Open the Service Hub settings
Go to Settings → Records & Fields → Modules → Service (SLA & macros), or straight to /settings/service-hub. The page has three tabs.
Create an SLA policy
On SLA policies, click New policy and name it, for example Standard support. Enter the First-response and Resolution targets in minutes for each priority: urgent, high, normal and low. Tick Set as tenant default so every new ticket gets it.
Create macros
On Macros, click New macro. Give it a name and a Body, using placeholders to personalise it, and optionally set Apply status, Apply priority and Append tags. Tick Post as internal note for team-only snippets.
Decide what the customer receives
The Customer tab has three switches: a We received your request message with the ticket number, a Solved notice with a rating request from 1 to 5, and A ticket whenever the bot hands over to a person. The first two are on by default; the third is off.
Use a macro in a ticket
Open any ticket and pick Macros in the reply area. The text is inserted, and the status, priority and tags you set are applied in one go.
Sensible starting targets
| Priority | First response (min) | Resolution (min) |
|---|---|---|
| Urgent | 30 | 240 |
| High | 60 | 480 |
| Normal | 240 | 1440 |
| Low | 480 | 2880 |
The policy form has no business-hours option, so the clock counts real elapsed time. Set targets your team can hold over weekends and nights, or keep a lighter policy for low priorities.
What happens once it is live
- The clock pauses while a ticket is waiting on the customer, so their delay is not counted against you.
- Breaches are checked every 5 minutes and alert the ticket's assignee, or the admins when nobody is assigned.
- A ticket still open 4 hours after its resolution deadline is escalated to admins once.
- Unassigned tickets go automatically to the agent with the fewest open tickets, and solved tickets close on their own after 7 days.
To see how tickets arrive from email, read turning a support mailbox into a ticket inbox; to measure satisfaction after a solve, see CSAT surveys.
Questions
Questions 2
What happens to open tickets if I delete a policy?
Tickets that followed it fall back to the default policy.
Can a customer ever see an internal note?
No. A macro marked Post as internal note is added as a note for the team, and internal notes are kept apart from public replies.