User Guides · Last Modified 10 January 2026
Learn how ticket priorities work, what SLA targets mean for response and resolution times, and how to configure escalation rules when deadlines approach.
The total time from ticket creation to when the issue is fully resolved and the ticket is closed.
The process of transferring a ticket to a higher-level support team or increasing its priority.
A support request submitted by a user that is tracked through its lifecycle from creation to resolution.
Service Level Agreement — A contract that defines expected service quality, response times, and resolution commitments.