Ticket Management & Prioritization

Not all problems are created equal

Treating every ticket with equal urgency means every customer gets average service. The best support operations use a strict priority system so critical issues get resolved in hours, not days.

The four priority levels

• Urgent — System down, data loss risk, payment failure. Drop everything. Target resolution: 2 hours.
• High — Core feature broken for one customer. Target resolution: 4 hours.
• Normal — Feature not working as expected, workaround exists. Target resolution: 24 hours.
• Low — Question, cosmetic issue, feature request. Target resolution: 72 hours.

The ticket workflow

1. Customer submits via web form, email, or chat
2. Ticket appears in your inbox with status Open
3. Agent assigns it to themselves or a team member
4. Status changes to In Progress when work begins
5. Agent replies via comment — customer gets notified automatically
6. When resolved, change status to Resolved
7. Ticket auto-closes after 48 hours of no customer response

Ticket categories

Set up categories that match your product areas: Billing, Technical Issue, Account Access, Feature Request, General Enquiry. Good categorisation lets you analyse where your support load is highest — and fix the root cause.