Ticket priorities and SLAs

3 min read

Set urgency and track response and resolution targets.

Tickets capture support requests that need a human, from a chat escalation, an inbound email, or the API.

Priorities

Each ticket has a priority (low, normal, high, urgent). The agent can set it from the conversation, or your team can adjust it. Priority drives ordering and which SLA applies.

SLAs

Define first-response and resolution targets per priority. Cadey tracks them on every ticket and surfaces ones at risk of breaching so they get attention before a customer is left waiting.