Every ticket gets a priority from P1 (most urgent) to P4 (a request, not an emergency). The level isn't a vibe — it's calculated from two inputs you control:
- Impact: how many people are affected? (One user, a team, or the whole site?)
- Urgency: how time-sensitive is it? (Blocked now, can wait an hour, can wait a day?)
The priority matrix
| Impact \ Urgency | High | Medium | Low |<br>|---|---|---|---|<br>| High | P1 | P2 | P3 |<br>| Medium | P2 | P3 | P3 |<br>| Low | P3 | P3 | P4 |
So a single user with a slow laptop is usually P3. A whole department locked out of email is P1.
Default response targets
| Priority | First response | Resolution |<br>|---|---|---|<br>| P1 | 15 min, 24×7 | 4 hours |<br>| P2 | 1 hour, business hours | 8 hours |<br>| P3 | 4 hours | 1 business day |<br>| P4 | 1 business day | 3 business days |
First response means a human acknowledges the ticket and starts working — not a robotic confirmation email. Resolution is the clock to "Resolved" status.
When the helpdesk overrides your selection
If you mark a single laptop as P1 because it's blocking you, a technician may reclassify it. That's not a brush-off — it's about queueing. P1 gets paged out-of-hours; misclassifying ties up the on-call engineer when a P2 would have been answered within an hour during normal hours anyway.
If you genuinely believe the priority is wrong, ask in the ticket comments. We'll re-evaluate, and the audit log records the change.