Ticket priority levels explained

Our team uses the following definitions for a ticket's Priority Levels:

  • Priority 3 (P3)General issues: product and service questions, feature requests or inquiries

  • Priority 2 (P2)Degraded service: certain functions or features are working, but at a reduced quality

  • Priority 1 (P1)Complete loss of service: issues that completely block use of the service/app

If the priority level is not set upon submitting a ticket, the ticket will default to Priority 3 (P3).

ReferralCandy will reclassify the priority level at any time if we reasonably believe the classification is incorrect. Re-classifications occur in situations where a ticket is submitted as Priority 1 (for example), but the situation contradicts the definition of Priority 1. Our team may also increase the priority level if the situation is deemed to be more urgent than originally reported.

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