2026-09-28
Ticket response times and reminders
See how long each ticket has waited for the store, in business hours. Stores get a clear badge and up to two reminders; gift teams get a plain, factual line.
"Did the store see it?"
When a gift team sends the store a ticket, the worst answer is silence. The gift team does not know whether to wait or chase, and the store does not know which ticket has waited longest.
GiftDesk puts a clock on it, counted in business hours, and shows each side what it needs.
Part of Delivery health.
When the clock runs
The clock starts when the store is first asked to act on a ticket: a delivery note from a recipient, a ticket the gift team opens, or a ticket forwarded to the store.
It stops the first time the store opens, confirms, replies to, or resolves that ticket.
Business hours are Monday to Friday, 9:00 to 17:00, in your store's time zone. Evenings and weekends do not count. Public holidays are not excluded.
The target is one business day (8 business hours).
What the store sees
- Badge on each ticket: "Waiting 5 h" while under the target, then "Overdue · 11 h". It shows in the tickets inbox and on the order page.
- Sort the inbox: Needs acknowledgement first (the default), Longest waiting, or Latest activity.
- Last 7 days: in the notifications part of GiftDesk Settings, "Acknowledged within target: 18 of 21" for tickets sent to the store in the last 7 days.
Reminders: if a ticket is still waiting at the target, GiftDesk reminds the store's admin contacts, and the store's connected Slack channel if there is one. If it is still waiting at twice the target, it sends one more. After two reminders it stops.
What the gift team sees
On the shared desk's tickets and on each order page, a plain line under the ticket:
- "Sent to Harbor & Co 26 business hours ago · not yet acknowledged."
- Once the store responds: "Acknowledged by Harbor & Co in 3 h".
It states the facts and never says "overdue". It is always shown when the store has been asked, so the gift team can decide whether to follow up without guessing.
What each plan includes
Response times, the store badge and sorting, the 7-day score, and reminders are on Pro, Plus, and the 14-day trial, because tickets are a Pro feature. Starter has no timers and no reminders.
