What are the priorities for IT support tickets?

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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 as well as 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:

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

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.

Your system is operating and issues impact on your business operations is moderate to low; a workaround or alternative is available.

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

Secondly, you may have noticed a new name on the Helpdesk over the last couple of weeks, Girum has joined the team and is already getting stuck into some of our curly cases. I’m sure you’ll make him feel welcome!


About the author:

Eden Freeman is Intuitive IT's Director of IT and outsourced IT manager to our clients. Eden's no-nonsense and practical approach to IT Management ensures his clients receive the best possible solutions for their IT needs. Eden works across our many and varied clients, ensuring best practice is implemented from a technology perspective and can communicate risks and ideas to the business at the same time. A unique and highly regarded set of skills that make him invaluable to the IIT team. Contact Eden here