Setting ticket priority

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Setting Ticket Priority

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 the active ticket queue more effectively .

Effect of Prioritization on SLA (non-premium customers)

Priority First/Next Reply - SLA (business hours)
Low 16 hours
Normal 12 hours
High 8 hours
Urgent 4 hours

Prioritization Guidelines

Tickets should be prioritized based on the guidelines below. The priority can change at any stage in a ticket's lifecycle.

Low

Normal

High

Urgent