Ticket priorities and SLAs
The four ticket priorities, the response time each one sets, and how to find tickets that are overdue.
On this page
Every ticket has a priority. The priority sets the ticket's SLA — the time by which it is due.
Priorities and their SLA
| Priority | Due within |
|---|---|
| Critical | 4 hours |
| High | 12 hours |
| Medium | 48 hours |
| Low | 96 hours |
The due time is set when the ticket is created, from the priority it starts with. Tickets submitted by customers through the widget or hosted form start at Medium.
Finding overdue tickets
A ticket that is past its SLA and still not finished counts as SLA breached. On Support → Tickets, select the SLA breached tile to list only those, or sort by SLA deadline to see what is due next.
Was this article helpful?
Still need help? Contact Support