It is often the case that there is a need or requirement to make use of an alternative set of Priority values for the purposes of your SLA Management solution.
This is most often the case when the levels of Priority or Severity to be measured exceed the four levels of Zendesk System Priority.
Capture SLA Event Timing Specifications by Custom Priority
Specify your SLA's based on a Custom Priority
- Select the Custom Priority radio button (1)
- Choose a Custom Priority Field from the presented drop-down (2)
- Apply your SLA specifications against each of the Custom Priority values provisioned in the matrix (3) - see Creating and Maintaining SLA Plans - (SLA Plans Tab)
*Note: when SLA's are specified based on Custom Priority it will be necessary to set a Priority for a ticket before the event completion due dates/times can be calculated and SLA timers can be started.