Ticket Priority
What is Ticket Priority?
Ticket priority is the assigned order by which techs should process service tickets. Priority is often determined by each ticket’s service-level agreement (SLA). Typically, priority levels include:
- Low priority
- Medium priority
- High priority
- Urgent priority
Some issues, like a major service outage, are business-critical and can automatically be pushed to the top of the priority list. Others, like a general question about a product, for example, are usually considered a lower priority. In addition to SLAs, prioritization can be determined by a number of things, including how critical an issue is, how long a user has been waiting to receive a resolution, how high-profile a client is, and more.