so if the escalation path is that after 8 hours a task must be created for a manager. this feature enables you to set slas in the inbox to help reps prioritize incoming tickets based on their importance and ensure that they meet your customer expectations. this feature enables you to set slas in the inbox to help reps prioritize incoming tickets based on their importance and ensure that they meet your customer expectations. please add to backlog, as it shouldn’t be that difficult to amend and to customised priority in hubspot even without sla i’m sure is a highly requested feature. so if the escalation path is that after 8 hours a task must be created for a manager.