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Service Level

Required Permissions

In order to view content or perform actions referred to in this article, you need to have the appropriate permissions enabled. An employee must be assigned to the shop with a Shop owner admin role.

You can configure per shop which days of the week and at what hours there will be a customer service team. And set a response time for handling inbound mail, phone calls, and tickets.

See also: Ticket Configuration and Working with Tickets for more information.

How to set service level for a shop​

service-level

  1. Go to the Shop Details Page > Service Level.
  2. Set the Response time - time limit in working hours within which the customer request should be replied to and resolved.
  3. Mark the checkbox and set the Opening and Closing hours for the day.
  4. Repeat for the other days of the week.
  5. When finished, click Save or Save and Close to apply changes to the shop.