Ticket Priorities and SLA



Service Level Agreements (SLAs) set expectations for response times.

Default Priority Levels



| Priority | First Response | Resolution Target | |----------|---------------|-------------------| | Urgent | 1 hour | 4 hours | | High | 2 hours | 8 hours | | Medium | 4 hours | 24 hours | | Low | 8 hours | 48 hours |

Configuring SLA Rules



Go to Admin → SLA Settings:

  • 1.Set response time targets per priority
  • 2.Enable escalation rules (auto-escalate if SLA is at risk)
  • 3.Set business hours (SLA pauses outside business hours)


    • SLA Dashboard



    The SLA At-Risk panel on your dashboard shows:
  • •Tickets approaching their deadline
  • •A Take Over button for quick intervention
  • •Priority and age of each at-risk ticket


    • Best Practices



  • •Set realistic targets you can actually meet
  • •Use urgent sparingly — if everything is urgent, nothing is
  • •Review SLA performance weekly in Analytics
  • •Adjust targets based on team capacity