What Is Ticket Prioritization?

Ticket prioritization is the process of ranking support tickets based on urgency, impact, and business context so agents address the most critical issues first. Proper prioritization prevents SLA breaches and aligns resources with business priorities.

How Prioritization Works

Teams assign priority levels (e.g., Critical, High, Medium, Low) using rules that consider customer tier, service affected, and issue severity. Automation can set priorities dynamically based on keywords or categories.

Common Priority Levels

• Critical: System outages, security incidents
• High: Major functionality broken for VIP users
• Medium: Standard support requests
• Low: General inquiries, feature requests

Benefits of Prioritization

• Ensures urgent issues get immediate attention
• Balances workload across teams
• Improves SLA compliance
• Reduces firefighting

Expert Insight

Atlassian recommends defining clear priority schemes to avoid agent confusion.

Learn ITSM Best Practices

Explore prioritization frameworks on Wikipedia.

How TicketingNext Handles Prioritization

TicketingNext offers rule-based priority assignment, SLA integration, and dynamic escalation. Learn more on TicketingNext features or see use cases.

Need priority rules? Contact our team.