Guide · 15 min
Set up service levels.
Put reply and solve deadlines on every ticket, counted in your working hours.
Updated October 14, 2026 · For owners and admins
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In short
You set up service levels in Risti under Settings › Workflows › Service levels. Set first-reply, next-reply and solve targets for each priority, choose how the clock runs, turn on what customers are told and add your working hours. It takes about 15 minutes, and every new ticket then gets deadlines counted in your working hours.
Before you start
- The Owner or Admin role in Risti.
- Your reply and solve targets for each priority.
- Your opening hours, time zone and holidays.
Open Service levels
Go to Settings › Workflows › Service levels.
Set deadlines by priority
Under Deadlines by priority, give Low, Normal, High and Urgent a First reply, Next reply and Solved within target in minutes, hours or days.
Choose how the clock runs
In How the clock runs, turn on Count working hours only, Pause while waiting on the customer and Pause while on hold as you need. Mark as due soon flags a ticket at 10, 25 or 50% of its time left.
Decide when tickets reopen
Reopen on the customer’s reply reopens a solved ticket when the customer writes within the days you set, 7 by default. A later reply opens a new linked ticket.
Write what customers see
Under What customers are told, turn on the message sent when a ticket is made, such as “Your request AC-1042 is received — we’ll reply soon.”, and the one sent when it is solved.
Add your working hours
In Working hours, pick the time zone and set opening and closing times for each day, or Closed. Add days off with Holidays › Add holiday.
Save your changes
Press Save changes. Changes apply to new deadlines.
Set the ticket prefix
In Ticket types, set a Prefix of 2–6 capital letters or digits. AC gives numbers like AC-1042; the default is T.
Tip. A new prefix applies to new tickets only.
What happens next
- Tickets move through Open, Waiting on customer, On hold, Solved and Closed, and the clock pauses where you chose.
- Anyone can choose “Make it a ticket” in a conversation.
- Your working hours also drive MaryAI’s After hours mode.
- Ticket deadlines show in Halley, the work calendar, next to internal tasks and call backs.
If it doesn’t work
Do service levels count nights and weekends?
Not with Count working hours only turned on. The clock then runs only in the working hours and time zone you set, and not on the holidays you add.
Does changing a target affect tickets already open?
No. Changes apply to new deadlines.
What happens when a customer replies to a solved ticket?
A reply within the days set in Reopen on the customer’s reply, 7 by default, reopens the ticket. A later reply opens a new linked ticket.
Can I change the ticket number prefix?
Yes. Set a Prefix of 2 to 6 capital letters or digits in Ticket types. The default is T, and a new prefix applies to new tickets.
Who can set up service levels?
Owners and admins. Service levels live in Settings › Workflows.