Appendix 2 - Ticket Priorities
The priority levels you assign to a ticket are at your discretion. However, here are some general definitions which may help you to decide priorities within your setup:
- Low - Customer is not experiencing loss of functionality or system errors. For example, these may be general use questions, suggestions or future enhancement requests.
- Normal - Customer has loss of non-critical functionality. Customer can function and there are workarounds available. Customer issue may even be covered by existing documentation.
- High - Customer product/service is functioning in severely reduced capacity. Significant impact to the customer's operating and productivity. Potential loss of data or interruption of service.
- Customer product/service is completely down or not functioning.
Customer has experienced loss of production
data and no workaround is possible.
In the examples above, ticket priorities are determined by the severity of the customer's issue. As a company, however, the priority you assign to a particular ticket may also be influenced by other factors, including the importance of the customer or whether the ticket is badly overdue.
Under default settings in Service Desk, all new tickets have a priority level of 'Normal'. There are a variety of ways to set ticket priority in Service Desk. You can also use priorities as a management tool by creating filters which apply actions to tickets with a certain priority level.
The following sections show you the various places where you can set ticket priority in Service Desk. Please note, you should be in the 'Admin' panel to configure most of these settings.
The priority you assign here will be applied system-wide to new tickets. The default priority can be superseded by settings you make in other areas of the interface.
For example, you may want to assign a specific priority to tickets created after a customer picks a certain ticket category on your support portal. You can also, independently, choose the priority of tickets sent to your support email address. Your staff can, of course, manually change the priority of a ticket after they have evaluated the issue.
Secondly, you can specify the priority of tickets in ticket category stages. You can set the priority of tickets created when customers choose a specific ticket category on your support website.
- Apply actions to tickets based on their priority
- Apply priority to tickets which meet certain criteria