Why Set a Priority?
Ticket priority helps the support team understand how urgent your issue is and ensures it’s handled in the right order.
Choosing the correct priority avoids delays and makes sure urgent issues get the fastest attention.
Priority Levels Explained
Low
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For non-urgent requests or general questions.
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Examples:
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“Can someone update the team directory?”
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“I’d like new access to a shared folder next week.”
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"We will need production server details before we go LIVE"
- "We will need app store / play store account accesses before we submit production apps"
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Medium
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For regular issues that need attention but don’t stop your work.
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Examples:
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“Minor bug in a report export.”
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“Update required on a project document.”
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High
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For problems that affect your work but don’t completely block it.
- For critical issues that stop you from working or affect many users.
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Examples:
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“Emails are delayed but still sending.”
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"Website is down."
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"System not working on deadline day"
- "Issue found in Production app / website"
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Quick Tips
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Always start with the lowest reasonable priority.
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Use High only when your work is blocked or it’s business-critical.
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Misusing “High” for small issues can slow down real emergencies.