Tickets, routing and SLA

1) Priority model

Recommended baseline:

• low: informational request, no blocker.
• medium: limited user impact.
• high: meaningful business impact, needs quick action.
• urgent: critical incident, immediate handling.

Golden rule: priority should follow impact x urgency, not requester pressure.

2) Tag and team routing

Example operational mapping:

billing_*   -> billing team
sales_*     -> sales team
tech_*      -> support team
legal_*     -> admin team

• Define an escalation owner for each queue.
• Set a fallback route when no rule matches.
• Limit catch-all tags to keep reporting accurate.

3) First-response and resolution SLAs

Pragmatic SLA grid (adapt to your context):

urgent: first reply 15 min / resolution 4 h
high:   first reply 1 h    / resolution 8 h
medium: first reply 4 h    / resolution 24 h
low:    first reply 8 h    / resolution 72 h

Start simple, then calibrate SLAs based on real volume and operating hours.

4) SLA breach alerts

• Trigger a warning alert at 80% of SLA target.
• Trigger a breach alert at 100% (email + ops channel).
• Auto-escalate to a backup owner after breach.
• Track top breach causes weekly by team/tag.