Setting Ticket Priority

Priority levels help your team identify which tickets need immediate attention and which can wait. Use priorities to ensure urgent issues don't get buried under routine requests.

Priority Levels

Support Station offers four priority levels:

Priority	Icon	When to Use
Urgent	🔴	Critical issue affecting business or many users
High	🟠	Important issue that needs attention soon
Medium	🟡	Standard request, normal response time
Low	🟢	Minor issue, can wait

Setting Priority

When Creating a Ticket

1. Click Create Ticket
2. Fill in customer and ticket details
3. Select priority from the dropdown
4. Click Create

On an Existing Ticket

1. Open the ticket
2. Click the priority indicator in the header
3. Select the new priority level

Via Keyboard Shortcut

1. Open the ticket
2. Press P to open the priority menu
3. Use arrow keys to select
4. Press Enter to confirm

When to Use Each Priority

Urgent

Reserve Urgent for truly critical situations:

• Customer's business is down or severely impacted
• Security issue or data breach concern
• Bug affecting many customers simultaneously
• Payment or billing emergency
• Contractual SLA at risk

Response expectation: Within 1 hour or less

High

Use High for important issues that need attention quickly:

• Customer can't complete a core workflow
• Bug blocking significant functionality
• Important deadline approaching
• Frustrated customer escalating
• Issue affecting a key account

Response expectation: Within a few hours

Medium

Medium is your default for standard support requests:

• General questions about features
• How-to inquiries
• Routine bug reports
• Feature requests
• Account questions

Response expectation: Within 1 business day

Low

Use Low for minor issues:

• Nice-to-have feature requests
• Minor cosmetic bugs
• Questions already answered in documentation
• Feedback without immediate action needed
• Non-urgent informational requests

Response expectation: When time permits, within a few days

Priority-Based Workflow Tips

Sorting by Priority

Sort your ticket list by priority to work on urgent items first:

1. Go to Tickets
2. Click the sort dropdown
3. Select Priority

This puts Urgent tickets at the top, followed by High, Medium, and Low.

Combining Priority with Filters

For an efficient workflow, combine priority with status:

1. Filter to Open status only
2. Sort by Priority
3. Work from top to bottom

Priority and SLAs

If you have internal SLAs (Service Level Agreements), map them to priorities:

Priority	First Response Target
Urgent	1 hour
High	4 hours
Medium	24 hours
Low	48 hours

Use reporting to track how well you're meeting these targets.

Best Practices

Don't Overuse High and Urgent

If everything is high priority, nothing is. Reserve Urgent for genuine emergencies:

• Good: 5% Urgent, 15% High, 60% Medium, 20% Low
• Bad: 40% Urgent, 40% High, 15% Medium, 5% Low

Re-evaluate Priority Over Time

A ticket that was Low priority might become High if:

• The customer follows up multiple times
• The issue is affecting more people
• A deadline is approaching

Similarly, urgency may decrease if:

• A workaround is found
• The customer's timeline changed
• The scope was smaller than thought

Document Priority Changes

When changing priority, add an internal note explaining why:

"Upgrading to High - customer mentioned this is blocking their product launch next week."

This helps teammates understand context.