Priorities and how to triage

Every ticket has a priority: low, medium, high or urgent. Priority does not change routing by itself, it changes what your team sees first when they sort the inbox.

A simple rule that works for most SMB teams:

• Urgent: the customer cannot use the product at all, or money is at risk.
• High: an important feature is broken, but a workaround exists.
• Medium: the default for questions and small issues.
• Low: feedback, feature ideas and non-blocking requests.

Set the priority from the ticket sidebar. Agree the definitions with your team once and write them down, because consistent triage is what makes the inbox trustworthy.