Current controls
Custom ticket-priority levels and priority-driven SLA policies are not available as a self-service settings workflow. A priority value in an imported record is not an automatic escalation rule.
Make the next action clear
Assign the conversation to the responsible teammate, add a clear tag and record the promised next action in an internal note. Include the expected callback or follow-up time so another agent can take over.
Use conversation status correctly
A waiting customer, an internal follow-up and a resolved request are different situations. Use the statuses available on the conversation; changing a tag does not pause a contractual SLA timer.
Keep going
Put the next step into practice, or ask us about your setup.