Run a help desk — Three settings worth having

Response times sets what you are promising — a first reply within so many hours, measured against your business hours rather than the wall clock, so a Friday evening email is not breached by Monday morning. Nothing is promised until you set it. Who picks it up assigns new tickets automatically, round-robin or by load, so nothing sits unclaimed because everyone assumed somebody else had it. How did we do asks the customer after you resolve one. The score is stored against the ticket, so it reports like anything else.