Create reply time goals

Question

Our company is looking to take advantage of the “Create reply time goals” to establish a warning and be notified of a breach. The only problem is that during our busy season, the emails that have breached the reply time goal are moved to appear as if they are the newest emails at the top of our lists. Becuase it rearranges the message to appear as the oldest, we do not use this function. We absolutely would use this function if the email would remain in the order that it was received and would only gain a flag to show it needs to be addressed immediately.

cat_apac · Accepted Answer

Hi there! Cat here from the Front support team 🌻

The rearranging you’re seeing when a Breach occurs is likely due to one or both of the following settings:

I would recommend sorting by “Oldest unreplied” and also checking if the bump settings are set to your requirements.

Please let us know if you have any questions or concerns!

Cheers,
Cat

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