SLA and notifications
Each ticket has a first-response target that depends on its priority. Nucleo flags the tickets that miss it, reminds people about tickets nobody is moving, and notifies the right people at every step — so nothing quietly ages out of sight.
How the SLA works
| Priority | Default first-response target |
|---|---|
| Urgent | 4 hours |
| High | 8 hours |
| Medium | 24 hours |
| Low | 72 hours |
- The target runs from the moment the ticket is opened, in calendar hours, until the first reply from someone other than the opener, whatever the status.
- A ticket that is still open and unanswered after its target is SLA breached: it's flagged in red in the list, counted on the dashboard and listed first among the most critical cases.
- Changing the priority recalculates the due time from the moment the ticket was opened.
- Your company's targets can differ from the defaults; see Customer care configuration.
Find tickets that breached the SLA
Steps
- In Nucleo, go to Commerce > Customer care > Dashboard.
- Click the SLA breached card. The ticket list opens, already filtered.
Automatic reminders
| Reminder | When it fires | Who receives it |
|---|---|---|
| SLA breached | Once, when an open ticket passes its first-response target with no answer. | The opener and the assigned person — or, when nobody is assigned, everyone in the assigned team. |
| Idle ticket | When an open ticket has had no activity for the number of days your company set (3 by default), and again after the same number of days if it's still idle. | The same people. |
When you're notified
| Event | Who is notified |
|---|---|
| A ticket is opened or reassigned | The assigned person, or everyone in the assigned team. |
| Someone replies | The other side of the ticket: its assigned person, or its whole team. |
| You're mentioned | You. A mention counts once: you don't also get the reply notice for the same message. |
| A solution is proposed | The person who opened the ticket, with a dedicated notice. |
| A ticket is closed without a solution | The opener and the team working on the ticket, with the reason. |
| A reminder fires | See Automatic reminders. |
Notifications appear in the bell, next to your name at the bottom of the sidebar, and arrive by email, unless you switched them off. The email is written in your language, its subject starts with the ticket code and says what happened, and it shows a summary of the ticket (code, priority, opener, team, market, order) with one button that opens it.
Turn notifications or sounds off
Notification preferences are personal: they belong to your account and apply to every company you work in. Customer care notifications are grouped, and for each group you choose the bell, the email or both:
| Group | What it covers |
|---|---|
| New tickets | A ticket is opened for you or your team, or reassigned to you or your team. |
| Replies and mentions | Someone replies on a ticket you follow, or mentions you. |
| Solutions and status changes | A solution is proposed on a ticket you opened, or a ticket is closed without a solution. |
| Escalations and reminders | The automatic reminders: SLA breached and idle tickets. |
Steps
- At the bottom of the sidebar, click your name, then click Profile.
- Click the Notifications tab.
- Do one or more of the following:
- In the Commerce card, switch off Bell or Email for a group.
- Switch off the Commerce card itself to stop all its notifications: bell and email.
- Under Notification sound, switch off Sound on new notifications.
See Notifications.