Which feature in Zendesk helps prioritize customer tickets based on urgency?

Service Level Agreements (SLAs) are essential in Zendesk for prioritizing customer tickets based on urgency. SLAs define specific service standards that agents must meet when responding to tickets, including response times and resolution times for different types of issues. By establishing these agreements, organizations can categorize tickets according to urgency and ensure that critical issues are addressed promptly. SLAs help agents focus their efforts on high-priority tickets, thereby improving customer satisfaction and operational efficiency.

The other features listed do not specifically provide a structured method for prioritizing tickets. A ticket confirmation system might help in acknowledging receipt but does not influence urgency. Alerts for overdue tickets serve as reminders but do not inherently categorize tickets by urgency. Automated ticket responses assist in providing quick replies but do not have a direct role in prioritizing the tickets themselves. Thus, SLAs are the most effective feature for managing ticket prioritization in Zendesk.