Overview
Define priority levels (Low, Medium, High) and set expected response times.
Steps
Under Settings → Ticket Settings → Priority, enable needed levels.
For each priority, define SLA targets (e.g., response within 4 hrs).
When creating/editing a ticket, select the appropriate Priority.
Tips
Reserve High priority for P1 incidents.
Display SLA countdown in agent dashboards.
Troubleshooting
Priority missing? Enable it in Custom Fields.
SLA not tracked? Confirm SLA feature is enabled in Module Settings.