Priority, SLA and escalation

Set priority (low / normal / high / urgent) according to customer impact and urgency.

The request card shows first-response and resolution deadlines. Paused stops the SLA clock, but the case still needs attention. Deal with overdue and at-risk cases first.

Escalate when:

• you do not have sufficient permissions,
• someone is blocking progress,
• an SLA breach is likely,
• security or billing is involved.

Leave a short internal note and move the case to the right queue.

With a Jira integration you can link an issue. Never give the customer an identifier from an external tool.