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SupportVersion 1.0.0Low

Urgency Classification

Classifies tickets by urgency (critical, high, medium, low) based on SLA and customer impact. Use for every new ticket.

Pack: Support & Reputation
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Procedure

  1. 1Read the ticket and identify impact, customer, and applicable SLA
  2. 2Classify: critical (service down/security/broken SLA), high (operational block), medium (request with workaround), low (information)
  3. 3Assign the expected first response per SLA
  4. 4State the reason in one line
  5. 5For critical and high, notify the team immediately

Rules

  • · SLAs are the company ones: if undefined, state it and use the default
  • · Never close a critical ticket without verified resolution
  • · Classification is not final: it can be revised with the customer

Expected output

Ticket + urgency band + SLA first response + reason + notification (if high)

When not to use it

  • · Ticket about deleted personal data or security breaches: always critical
  • · Unclear whether the customer is paying: ask before classifying

Example requests

«I have 12 tickets open since yesterday, tell me which to handle first»