Ticket Priorities and SLA

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