An SLA (Service Level Agreement) is an agreed-upon time period within which a response and/or resolution should be provided for a ticket.
SLA Policies will help your team to prioritise the issues as per the SLA(Service Level Agreement), you can set up the SLA workflows to send you reminders before the SLA is breached or when it is violated.
Here's how you can create the SLA Policies
Settings > SLA policies
Add new policybutton
Fill in the basic details
Configure the SLA as per ticket priorities
Add reminders and escalation emails if needed