Helpdesk — Response times you can keep

Set a first-reply target, a resolution target, or both. The clock starts when the customer writes in and can run on your working hours rather than around the clock, so an email at ten at night does not eat its target overnight. It pauses while you are waiting on them, and the states that mean paused and resolved are read from your status field’s own options — a desk running “Triage / With engineering / Shipped” works with nothing renamed.