Priority Levels & SLAs
Priority levels help your team understand urgency and impact. Combined with SLA policies, they ensure critical issues receive timely attention.
Priority Levels
Low
General inquiries, feature requests, or non-urgent issues.
"How do I export my data to CSV?"
Medium
Issues affecting productivity but with available workarounds.
"The mobile app is slow when loading reports"
High
Significant issues affecting business operations.
"Users cannot log in after the latest update"
Urgent
Critical failures or security incidents affecting multiple customers.
"Payment processing is completely down"
Configuring SLA Policies
Navigate to Settings → SLA Policies to create and manage your service level agreements.
Response Time SLA
Maximum time before an agent sends the first reply. Timer starts when ticket is created.
Resolution Time SLA
Maximum time to fully resolve the customer's issue. Also pauses during Pending.
Business Hours vs Calendar Hours
Business Hours
SLA only counts time during your operating hours
Use for: Standard tickets, Low/Medium priority
Calendar Hours
SLA counts all hours, 24/7
Use for: Urgent/Critical issues requiring immediate response
SLA Breach Notifications
Warning Alert
Sent when 75% of SLA time has elapsed
Breach Alert
Sent immediately when SLA is breached
Escalation
Optionally reassign or escalate breached tickets