What are the priorities for IT support tickets?

#Urgent? – When to use priorities in your IT Support tickets

Monthly IT Support Update – November 2017

Hi all,

Firstly this month, I’d like to give you some ‘refresher’ information regarding our Help Centre, which we use for handling your IT support cases, and storing all our general and client-specific documentation. You might not realise that you and your staff can all log in to this portal – it contains a history of all cases and a plethora of useful documentation! There are 2000+ articles, and more are being added every day. You can find the login portal here:

On a related note, when logging a case with us via email or using the above portal, you can add a priority hashtag to your case – these affect how it is flagged in the system, and we’ll address them accordingly!

All you need to do include these in your message body (not the subject) when logging a new case #URGENT, #HIGH, #NORMAL and #LOW.

Example: Hi Eden, this is a #HIGH priority case, can you make sure it is looked at ASAP!

Definitions of these priorities are as follows:

Urgent
Your production system is down, your business operations or productivity are severely impacted with no available workaround, or there is a critical security issue.

High
Your production system is operating, but the issue is causing significant disruption of your business operations; a workaround is unavailable or inadequate, or there is a security issue.

Normal
Your system is operating, and the issue’s impact on your business operations is moderate to low; a workaround or alternative is available.

Low
The issue is a minor inconvenience and does not impact business operations in any significant way, issues with little or no time sensitivity.