Support cases
A queue ordered by severity then by how close the promise is to being broken.
CRM → Cases & Support.
Severity sets the clock when the case is opened:
| Severity | Response promised within |
|---|---|
| Urgent | 4 hours |
| High | 8 hours |
| Normal | 24 hours |
| Low | 72 hours |
The queue is ordered by severity, then by how close the SLA is, so the thing most likely to break a promise is nearest the top. Each row is marked ok, at risk (inside two hours), breached or met.
Cases carry a number, an owner, the linked account and contact, a resolution, and a satisfaction score on close. They can be linked to a document, and escalated into a credit or a return.