Priority tells us how much your business is hurting right now — which tells us how to route the ticket.
When you submit a ticket, you can flag the priority level to give us a sense of how urgent it is. You don't have to pick one — if you skip it, our team reads the ticket and assigns a priority based on what you've described. But picking one yourself, especially when something is critical, helps the ticket route correctly the moment it hits our system. That can matter a lot when seconds count.
Here's what each level means in practice.
Business operations have stopped or are severely impacted. Work cannot continue until this is fixed.
This is the top of the ladder. Use Critical when:
If you're flagging something as Critical, we also strongly recommend a phone or text follow-up to (239) 465-0079 — that pairs the structured priority signal with a human urgency signal. See how to get support or submit a ticket for the full breakdown of why this combo works best.
A specific person or function is significantly impacted, but the rest of the business is still operating.
This is for serious problems that aren't quite organization-wide. Examples:
High-priority tickets get worked quickly, but they don't displace Critical issues in the queue.
There's a real problem, but a workaround exists or the impact is limited.
This is where the bulk of tickets actually live. Examples:
Medium tickets get worked in normal queue order — usually faster than the SLA would technically allow, but without the displacement priority that Critical and High get.
The issue isn't significantly impacting operations. Help is needed, but work can continue.
Use Low for things like:
Low-priority tickets still get worked — they just sit in queue behind anything more urgent.
If you submit a ticket without selecting one, we don't just default to Low and move on. Our team reads the ticket, looks at what you've described, and assigns the priority that fits. The goal is for the priority to match the actual business impact — not for tickets to languish because someone forgot to click a dropdown.
That said, if you know something is Critical, please flag it as Critical. Our triage is good, but it's faster when you've told us up front.
Priority is about routing — which tickets get worked first. Your service level agreement (SLA) is about commitment — the contractual response time we guarantee. The two work together: higher-priority tickets are typically held to tighter response standards in your contract, and lower-priority tickets are held to standard ones.
In practice, as we cover in the SLA article, our real-world response time almost always beats what the contract formally requires — at every priority level. The priority levels exist so we can route correctly when the queue is busy, not so we can sandbag Low-priority tickets to the last allowable minute.
The specifics of how priority maps to response time on your account are in your service agreement, which is always the source of truth.
If you're genuinely not sure whether something is High or Medium, lean High. Worst case, we re-route it down a notch and move on. The opposite mistake — under flagging something that's actually urgent — is more painful for everyone, because it might sit in queue longer than it should.
We won't be annoyed if you flag something high and it turns out to be a smaller issue than expected. That happens all the time and it's part of how the system works.
Priority levels are a tool, not a test. We're not grading you on whether you picked the "right" one. The whole point is to give us enough signal to route the ticket correctly so the most urgent issues get worked first. If you flag something Critical and it turns out to be Medium, no harm done. If you flag something Low and it turns out to be more serious than you thought, we'll figure that out when we read the ticket. The system is built to be forgiving — your job is just to give us your honest best guess.