Sometimes it's hard to decide what priority is suitable for a customer ticket. Here's a guideline we like to stick to, to help us define which priority is best suited for the ticket.
- Urgent (Critical): Use sparingly for those items which need immediate assistance and get the highest visibility! This priority could include tickets related to personal safety and health, systems that are completely unavailable and significantly impacting team members ability to get things done.
Remember that if you are getting more than a handful of urgent tickets a day, it's time to do something about the root cause of the issue or re-evaluate what you are categorising as Urgent tickets.
- High (Major): A major feature of your service has stopped working or is degraded that is highly impacting team members ability to get things done.
- Normal (Moderate): The standard priority that most tickets would be categorised as.
- Low (Limited): Enquiries that are not related to any immediate impact on people or systems.