From what I can gather the Ticket rows are color-coded by their age, and by their age only, and this can only be changed on a Role and User basis, not even on a Customer organization basis.
For me this is pretty useless and this "feature" becomes nothing more than visual noise to be ignored. Color coding should be related to SLA status to have any real value. What good is it to have a Red ticket when it is well whithin the SLA, or a green ticket that given its priority should actually be red after 30 minutes?
Am I the only one that would to see the option to associate the color codes to ticket's SLA status?