Priority & SLA
Priority levels and service level agreements for response time targets
Priority levels and SLA (Service Level Agreement) policies work together to ensure your team responds to tickets within the timeframes that matter to your business.
Priority Levels
Every ticket has one of four priority levels:
| Priority | When to use |
|---|---|
| Low | General questions, minor issues, or feature requests with no time pressure. |
| Medium | Standard support requests that need a timely response but are not blocking the client. |
| High | Issues significantly affecting the client's work. Needs prompt attention. |
| Urgent | Critical problems — service outages, data issues, or anything requiring immediate action. |
Priority is set when a ticket is created and can be changed at any time from the ticket detail view. When a ticket is escalated, its priority is automatically bumped up one level (e.g. Medium becomes High).
SLA Policies
SLA policies define response time targets for each priority level. For example, you might require a first response within 1 hour for Urgent tickets and within 24 hours for Low priority tickets.
How SLA Timers Work
- When a ticket is created, the SLA timer starts counting based on the ticket's priority and the matching policy.
- The SLA badge on the ticket list shows how much time remains (or how far overdue the ticket is).
- Inside the ticket detail view, the SLA panel displays the target time, elapsed time, and current status (on track, at risk, or breached).
Breach Alerts
When a ticket is approaching its SLA deadline or has breached it, the SLA badge changes colour to draw attention. Breached tickets are surfaced prominently so your team can prioritise them.
Configure SLA policies in Settings > SLA Policies. You can set different response time targets for each priority level. Only owners and admins can create or edit SLA policies.
Best Practices
- Set realistic targets. Start with generous SLA windows and tighten them as your team builds capacity.
- Use priority consistently. Agree as a team on what qualifies as Urgent vs High to avoid inflated priorities.
- Review breaches regularly. SLA breaches highlight staffing gaps or process issues — treat them as signals, not failures.