Setting proper ticket priorities ensures critical issues get immediate attention while maintaining efficient workflow. Here’s how to prioritize tickets in 4 steps.
Steps -
- Understand priority levels and criteria
- Set priority when creating tickets
- Change priority on existing tickets
- Set up automatic priority assignment
Understand priority levels and criteria
Priority Levels:
- Urgent: System outages, security issues, data loss
- High: User can’t work, VIP customers, revenue impact
- Medium: Partial functionality loss, standard requests
- Low: Enhancement requests, general questions
Consider these factors:
- Number of users affected
- Business impact and urgency
- Customer tier (Enterprise vs. Standard)
- Time sensitivity
Set priority when creating tickets
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During Ticket Creation
- Fill in the ticket details as usual
- Find the “Priority” dropdown field
- Select appropriate priority level
- Consider impact and urgency factors
-
Priority Guidelines
- Start with Medium as default
- Escalate to High only if user cannot work
- Use Urgent only for system-wide issues
- Use Low for non-urgent requests
Change priority on existing tickets
-
Update Individual Ticket Priority
- Open the ticket that needs priority change
- Click on the current priority level
- Select new priority from dropdown
- Add a comment explaining the change
- Save the changes
-
Bulk Priority Updates
- Select multiple tickets from the list
- Click “Bulk Actions” > “Change Priority”
- Choose new priority level
- Apply to all selected tickets
Priority-based queues and color coding help agents focus on the most important issues first.