Priorities of Tickets

Ticket priorities are used to determine the priority order of working on the request. For example, critical issues such as site down vs queries. By setting your issues to the correct priority, this helps our team to best utilise our resources.

Which priority should I use for my tickets?

Please see below for a list of priorities you can assign to your Autotask tickets:

  1. Critical priority issues – website down or customers cannot shop, developers will begin work on a fix as soon as the issue is reported with resolution the same day (24/7).
  2. Urgent priority issues – any issue which is preventing a user from purchasing a product or any issue that is having a negative impact on the clients day to day operations, developers will begin work on a fix as soon as the issue is reported with resolution within 3 business days.
  3. High priority issues – any issue where a significant number of customers cannot access key services (other than shopping) or receives an experience that reflects poorly on the brand will be resolved within the agreed release cycle.
  4. Normal priority issues – any other issue potentially affecting the user experience but not stopping the user from using the website or shopping will be resolved within the agreed release cycle.
  5. Low priority issues - any issue not directly effecting usability or brand experience will be resolved as soon as possible, but not later than the annual upgrade.