We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

When a ticket is created in your portal, you could set a priority to the ticket according to the subject and level of urgency expressed by the customer. In the SLA policy, you would be able to set a first response time as well as resolution time. Please navigate to Admin -> Workflows -> SLA policies -> click on edit next to the policy. 

When the first response time is violated the ticket would contain a "response due" tag which could be seen when you see this ticket in the queue within your tickets list view. 

The resolution time when violated would give the ticket a tag called "overdue" which can also be seen when you check your queue.