Understanding Help Desk Ticket Priority Settings

Help desk ticket priority settings are essential for managing and resolving issues efficiently. These settings help IT prioritize their workload based on the urgency and impact of each ticket. Here's a breakdown of how these priority levels typically work: Low Priority

• Description: Tickets marked as low priority usually involve issues that do not significantly impact the user's ability to work. These might include minor inconveniences or requests for information.

• Response Time: Typically, you will get a response within 2 hours and your issue will be resolved within 2 days.

Medium Priority

• Description: Medium priority tickets involve issues that have a moderate impact on productivity but are not critical. These issues need attention but do not require immediate action.

• Response Time: Typically, you will get a response within 2 hour and your issue will be resolved within 2 days, depending on the team's workload.

High Priority

• Description: High priority tickets are for issues that significantly impact the user's ability to perform their job. These problems need to be resolved quickly to minimize disruption.

• Response Time: Typically, these tickets will get a response within 30 minutes and are resolved withing 1 day.

Urgent Priority

• Description: Urgent priority tickets are for the most critical issues that require immediate action. These problems can cause severe disruptions and need to be resolved as quickly as possible.

• Response Time: Typically, these tickets will get a response within 30 minutes and resolved withing 4 hours.

Email Releases

• Description: Any request for an email to be released from the Barracuda. These request should ALWAYS be left at a Low Priority. While this sounds counterintuitive, this is because, by the nature of the request, they are already a High priority. Setting the priority level to anything else will slow down the release of the ticket.

Response Time: Typically, these tickets will get a response withing 20 minutes and resolved withing 1 hour

Understanding and correctly assigning ticket priorities helps ensure that the most critical issues are resolved first, maintaining productivity and minimizing downtime. By categorizing tickets into Low, Medium, High, and Urgent priorities, the Help Desk team can manage their workload more effectively and provide timely assistance to users.