Categories, priorities and SLAs

A ticket has a category and a priority. The combination drives routing, notification urgency and the service-level agreement (SLA) that applies.

Categories

PropLink ships with the common categories:

• Maintenance — physical works needed.
• Complaint — formal complaint requiring investigation.
• Query — information request.
• Antisocial behaviour — neighbour disputes, noise, harassment.
• Compliance — regulatory questions (gas, fire, asbestos).
• Insurance — buildings insurance enquiries.
• Account — financial enquiries (statements, demands, payments).
• Other — anything else.

Each category can be configured under Settings → Ticket categories with:

• A default priority.
• A default assignee or team.
• A default SLA.
• A specific email address that routes inbound messages to this category.

Priorities

Four priorities, each with its own response and resolution targets:

You can change the targets per category under Settings → SLAs.

SLA tracking

Each ticket displays:

• Response due — the time by which a first response must be sent.
• Resolution due — the time by which the ticket must be closed.
• Status — green (within SLA), amber (within 25% of breach), red (breached).

The SLA clock pauses when the ticket is Waiting on customer and resumes when the customer replies. SLA-aware reporting shows your hit rate over time.

Routing rules

Use rules to route tickets automatically:

1. Open Settings → Ticket routing → Add rule.
2. Set conditions: site, category, keyword in subject, sender domain.
3. Set actions: assign to a team, set priority, apply tags.
4. Save.

Rules run in priority order. The first matching rule applies.

Bulk reclassification

If you change category definitions, reclassify existing tickets:

1. Open the ticket list.
2. Filter to the tickets you want to reclassify.
3. Tick them and pick Bulk update → Change category.
4. Confirm.

The change is recorded on each ticket's history.