Ticket Priorities and Urgency Levels

Created by Jacob Rohr, Modified on Mon, 27 Oct at 3:58 PM by Jacob Rohr

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Wycliffe USA Helpdesk

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To ensure we respond to issues effectively and fairly, all support requests are assigned a priority level based on two key factors:

Urgency – how quickly a resolution is required.
Impact – how many people, systems, or business functions are affected.

Accurately classifying your request helps us direct resources where they’re needed most and ensures that true emergencies receive immediate attention.

Priority Levels Overview

Below is a guide to help you determine the appropriate urgency level when submitting a ticket:

Urgent (Critical Priority)

The business is at a complete standstill, or there is a serious health and safety risk.
Immediate attention is required — organizational operations cannot continue until the issue is resolved.
A critical security incident is occurring, such as a suspected data breach, ransomware attack, or compromised account.

Examples:

System-wide outage or organizational loss of network connectivity.
Critical business application unavailable (e.g., payroll or order processing).
Safety-critical system failure.

High

There is a significant financial impact or a major risk to business operations.
Key systems or equipment have failed, or are at risk of failing, but the business can still operate at a reduced capacity.

Examples:

Important server or database instability.
Failure of essential equipment impacting a department’s productivity.
Time-sensitive issues affecting core business functions.

Medium

Typical “day-to-day” technical issues that disrupt work but have a workaround, or planned requests and configuration changes.
The issue impacts an individual or small group without halting operations.

Examples:

Software error messages or performance slowness.
Access requests, password resets, or scheduled changes.
Non-critical bug reports.

Low

Minor inconveniences or “nice-to-have” requests that do not affect business operations.

Examples:

Cosmetic interface issues.
Feature or enhancement requests.
General questions or informational queries.

Why Priority Matters

Correctly identifying the urgency helps us:

Allocate resources efficiently.
Ensure critical business functions remain operational.
Provide consistent and transparent service levels for all users.

If your situation changes — for example, a small issue starts to impact multiple users or critical systems — please update your ticket so we can reassess the priority.