Estimated Wait Time

Features

• Automatically calculate estimated wait times based on historical ticket data - no manual input needed.
• Show users how long they can expect to wait when opening a ticket, improving transparency and trust.
• Configure the lookback period, minimum sample size, and maximum display hours for accurate predictions.
• Enable or disable estimated wait time messages per system (Modmail and Ticket System) independently.
• Override estimated wait time settings per ticket topic for more granular control.
• View live estimated wait times per system and per topic directly in your dashboard.

Setup

• Visit the Estimated Wait Time page in your dashboard.
• Configure the available options.
• Optionally, configure per-topic overrides to customize estimated wait times for specific topics.
• Configure messages to customize the message sent to users.

Configuration

Main configuration

Field	Description
Enable estimated wait time	Enables or disables the estimated wait time feature. When enabled, your bot calculates wait times based on past ticket data and can display them to users.
Lookback days	The number of days (1–365) of historical ticket data used to calculate the estimated wait time. A longer period provides more stable estimates, while a shorter period reacts faster to recent changes.
Minimum sample size	The minimum number of tickets (1–100) required within the lookback period before an estimated wait time is shown. If there isn't enough data, no estimated wait time is displayed.
Maximum hours to display	The maximum number of hours (1–168) that can be shown as an estimated wait time. If the calculated wait time exceeds this value, it is capped at this number.

Ticket Topics

For each ticket topic (in both Modmail and the Ticket System), you can override the global estimated wait time settings.

Field	Description
Disable estimated wait time for this topic	If enabled, no estimated wait time is shown for tickets created with this topic.
Override estimated wait time for this topic	If enabled, you can set a fixed estimated wait time for this topic instead of using the calculated value. Requirement Only available if "Disable estimated wait time for this topic" is not enabled.
Overridden wait time (minutes)	The fixed estimated wait time in minutes to display for this topic. Requirement Only available if "Override estimated wait time for this topic" is enabled.

Hold time excluded

Time that a ticket spent on hold is automatically excluded from the historical data used to compute estimated wait times. Intentional pauses don't inflate the estimate shown to users.

Message configuration

These settings are configured separately for each enabled system (Modmail and Ticket System).

Field	Description
Send estimated wait time message	If enabled, your bot sends an estimated wait time message to users when they open a ticket. Note The message is only sent if enough historical data is available (based on the configured minimum sample size).
Estimated wait time message	This message is sent to users when they open a ticket. You can use the following placeholders: %estimatedWaitTime% (formatted wait time), %estimatedWaitTimeMinutes% (wait time in minutes), %topicName% (name of the selected topic). Requirement Only available if "Send estimated wait time message" is enabled.