Skip to Main Content
Status Backlog
Categories SLA
Created by Guest
Created on Jun 15, 2026

Customize SLA warning icon colors per priority level

Problem
SLA warning icons change to red at a fixed time threshold (the final quarter of the SLA window), regardless of how a team has configured priority levels — causing teammates to treat the wrong conversations as most urgent.

Request
Allow admins to configure SLA warning icon colors per priority level so the visual urgency indicator aligns with the team's SLA rules and priority settings.

  • ADMIN RESPONSE
    Jun 15, 2026

    Your idea is now live and open for voting.

  • Attach files