A service desk in Timelint is a project with the service desk capability turned on. It has the normal board and list, plus a queue, an SLA, a support contract and a client portal. See Service desk (inside projects) for the thinking behind that.
Create the service desk
- Open Service Desk in the sidebar and choose New service desk project.
- Project type is already set to Service desk.
- Give it a Name, for example "Harbour Coffee Support".
- Project key is the prefix on ticket IDs, such as
HCS-1. Leave it blank and Timelint makes one from the name, or type a short one yourself: a capital letter, then up to nine letters or numbers. - Pick the client under Organisation (required). If the list is empty, you haven't added the client yet: see 2. Add your first client.
- Choose Create.
The project starts with a default workflow (To Do, Selected for Development, In Progress, In PR, In Staging, Client Accepted, Client Rejected, Done). You can change it later. See Workflows and statuses.
Set the SLA
The SLA in Timelint is a first-response target per priority.
- On the project, choose Settings, then the SLA tab.
- Under Target, enter a time for each priority (Low, Medium, High), in the same style as estimates:
2h,90m,1d. - Optionally change the At-risk threshold (minutes). A ticket is "at risk" when less time than this is left on its clock. The default is 60.
- Choose Save changes.
How the clock works:
- It starts when the ticket is created and counts only working hours, 08:30 to 17:00, Monday to Friday, in your workspace's timezone. Bank holidays you add in Settings → Work calendar are skipped.
- It's met the first time anyone adds a comment to the ticket or changes its status.
- A ticket raised without a priority is given Medium. A priority with no target set has no clock.
- Owners and admins get a notification when a ticket goes at risk and when it breaches. Timelint checks when someone opens the ticket or the service desk, not on a timer, so keep the queue in front of you.
You'll see each ticket's SLA state on the ticket itself and in the queue, where you can filter by Breached, At risk, Pending and Met.