Every unanswered thread shows how long it has been waiting. When the time goes past the workspace’s response target, the thread gets a badge with the waiting time and the target, e.g. “longer than 4 h”.
Setting the response target
- Open Settings, Workspace, section “Inbox: response time”.
- In the “Response target” field, choose 30 min or 1, 2, 4, 8, 24 or 48 hours. The default is 4 hours.
- Tick “Count the target only during working hours” if nights and weekends shouldn’t count.
- Set the “Working days” and the “From” and “To” times. The default is Monday to Friday, 8:00 to 17:00.
- Click “Save changes”.
Without working hours, the target is counted around the clock, including nights and weekends. Times follow the workspace time zone, set on the same tab.
Where else response time shows up
- The “Unanswered” view in the inbox collects threads nobody has replied to yet.
- The “Waiting for a reply” widget on the dashboard shows the oldest of them.
- In the “Monthly goals” widget you can set a “Reply within 1 h” goal.
- A rule with the “no reply” trigger assigns the thread or notifies selected people after a set number of hours.
Workspace settings can be changed by the Owner or an Administrator.