Ticket priorities (targets and hours)

What each of the four priorities — low, medium, high, urgent — actually promises, and the working hours that promise is measured against. The set of four itself is fixed; only what they mean is yours.

When you would use this: setting how many hours you promise a first reply and a resolution for each priority, and the calendar (timezone, working hours, holidays) the clock runs on.

Targets: a first-response and a resolution time, in hours, per priority — optionally different per department, where your firm's departments have different promises. The clock pauses whenever a ticket is waiting on the customer, so it only ever counts YOUR working time against the promise.

Business hours and holidays: the timezone, the hours worked each day, and any holidays to skip — the same calendar every ticket's SLA is measured against, whichever priority or department it is in.

Tier overrides: a customer's own support tier (Standard, Priority, VIP — set on the company record) can tighten a priority's target further for that tier, without touching the base numbers everyone else uses.

When it refuses: reading this screen needs the settings-reading permission; changing any of it needs the settings-writing one. For renaming or recolouring the priorities themselves rather than what they promise, see "Ticket priority labels".