Ticket Priorities
Every ticket in HelpCanvas carries a priority level: Low, Medium, High, or Urgent. Priorities determine the order agents see tickets in the queue and how SLA timers are set.
Setting priority automatically
Use Automation rules to set priority based on keywords, channel, or customer tier. For example: any email containing "outage" can be automatically set to Urgent.
SLA policies
An SLA (Service Level Agreement) policy defines how quickly your team must respond and resolve tickets. You can create multiple policies and assign them to different customer groups.
When an SLA deadline approaches, agents receive a warning notification. If missed, the ticket escalates and management is alerted.