Autonomy
Categories, priorities and business hours
There is no taxonomy to design. The AI names each ticket's category from the ticket itself and reuses labels before creating new ones. You set the priority levels and the working hours once, and every clock follows them.
4 steps · 4 min read
Before you start
- Admin access to Settings → Priority & SLA. Managers can view it.
- 1
Let categories form
Every ticket gets a real topic, never an "Other" pile, so reports and autonomy settings stay meaningful. A nightly tidy-up re-labels a workspace's earliest tickets once its list has settled, and records every change.
- 2
Set your priority levels
Settings → Priority & SLA. One to eight levels, each with its own response and resolution targets, customer-update interval and queue weight. The defaults are a sensible start.
- 3
Set business hours
Settings → Priority & SLA → Business hours. Working days, hours and timezone; daylight saving is automatic and any working week is supported.
You’ll see: Response and resolution targets, update reminders and follow-ups all count working time only.
- 4
Understand the SLA clocks
Clocks pause while the customer owes a reply, stop when the ticket closes, and resume with the remaining time if it is reopened. SLA reporting is fair because it agrees with how the team works.
Good to know
- Customer-update intervals (hourly for High, daily for Medium, say) are what drive the "update due" marker in the queue.
Related guides
- Your first week with the queueAI Sort, the three tabs, SLA clocks, and how tickets find their owner.Read
- Supervised to Full AI, category by categoryThe evidence that a category is ready, what Full AI will and won't send, and how to switch it on.Read
- Set up your workspace in ten minutesFrom sign-up to a working queue, with the team invited and the AI on your terms.Read