Setting Ticket Priority

Priority indicates the relative urgency and business impact of a ticket.

Available priorities

The standard Helpdesk priority levels are:

• Low
• Medium
• High
• Urgent

Low

Use Low for requests that have limited urgency or impact and can reasonably wait behind more important work.

Medium

Use Medium for normal support work that requires attention but does not represent a major service impact.

High

Use High when the request has significant impact or requires faster handling than normal work.

Urgent

Use Urgent for the most critical requests that require immediate attention according to your organization's support policy.

Choosing the right priority

Consider both urgency and impact. A request that affects many users or a critical business process may deserve a higher priority than an isolated inconvenience.

Do not use Urgent simply to make a ticket more visible. Consistent prioritization improves queues, reporting, SLA handling, and workload decisions.