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Setting ticket priority

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Definitions

The definitions of support impact are in the Statment of Support.

Setting Ticket Priority

If a customer submits a ticket via the web ticket form, they can choose the starting priority of the ticket - this is the 'Customer Priority' field you will see in Zendesk. On ticket creation a trigger sets the main 'Priority' field to match the 'Customer Priority' choice.

If a customer emails in a ticket it will get a Priority of 'Normal' (unless it is sent to the special emergency contact).

Manually setting a ticket's priority in Zendesk will change the overall ticket SLA, for both the first and next replies. This allows support to prioritize tickets and update the urgency during the life of the ticket (for example the initial request may be 'High' priority and then follow up questions may need 'Low' priority.)

Resetting Ticket Priority

Typically, FRT Hawks will set priority during ticket triage as part of the FRT Process in Action. If it comes to pass that a ticket has an incorrect priority, feel free to reset the priority.

There is a Zendesk Macro General::Changed priority that includes language and links that will be helpful if you need to do this.

Guidelines and Effects

Please refer to the guidelines and SLA listed in our statement of support.