Article · 2nd Shift

Choosing the right ticket priority

Priority decides who sees your ticket first and how fast we respond — see Service levels and response times for the targets.

The four levels

Priority	Use it when
Urgent	Production is down or data is at risk; nobody can work
High	A core function is badly degraded; workaround exists but hurts
Normal	Real problem, planned change, or billing question — the everyday lane
Low	Questions, minor cosmetics, "when you get a chance" items

Everything-marked-urgent is the same as nothing-marked-urgent. We triage honestly on our side too.
If you are unsure, pick Normal and say "may be time-critical" — we will upgrade after a look, and it costs you nothing.
Urgent tickets page the on-call rotation directly.

Wrong priority after the fact? Just reply "bump to High" — no need to open a new ticket.