When is the Response Time Alert triggered?
You will receive a response time alert if your score for this metrics is ≤2 points, hence does not meet our SLA. The alerts will be send out on a weekly basis, every Tuesday.
How does it look? What does it mean?
This is an email titled "Response Time Notification." It means that some of your tickets were not responded to within 24 hours, and you need to take corrective action to meet again the allowed time frame for responding customer requests.
How to improve response time?
To improve your response time, make sure that all customer requests are answered within 24 hours. We recommend checking your tickets regularly and prioritizing unanswered customer messages, especially after weekends, holidays, or periods with a high ticket volume. You can improve your response time by:
- Checking your Zendesk queue at least once per business day.
- Prioritizing tickets that are close to reaching the 24-hour response limit.
- Clearly assigning ticket ownership within your team.
- Setting up internal reminders or notifications for open customer requests.
- Reviewing the tickets included in the alert to understand where delays happened.
- Adjusting your internal support process if needed to ensure faster follow-up.
What happens when my response time score does not improve? (timeline)
In case your response time score remains ≤2 points, it could lead to consequences such cooperation points adjustment. In case of no improvement is noticed after multiple alerts/warnings, payout adjustment and a (temporary) suspension of your account may follow.
Where do I find more insights on the specific action steps?
You can find more details on action steps in this page.