Learn how to sort support tickets by impact and urgency. A P1 critical issue is a server outage affecting all users. A P2 high issue is an application bug disrupting a significant process for multiple users. Medium and low priorities handle smaller disruptions and feature requests.
When it comes to prioritizing tickets, we need to understand the impact versus the urgency of a ticket. And so impact refers to the extent an issue affects the business operations, and urgency is how many users are impacted. These are typically classified into what you might hear as P1 through 4, or critical, high, medium, or low. So examples of a P1 critical would be a server outage affecting all users. P2 high could be an application bug that's affecting a significant process for multiple users. Medium could be an email issue affecting a single user, and then a low could be a request for new software installation.
