• Introduction To Service Desk Module
  • Quick Start
  • Login To The Service Desk Module
• Service Desk Admin Panel
  • Admin Panel Dashboard
    • View The Dashboard And Export Reports
    • View Alerts & Notifications
  • Service Desk Configuration
    • Company Profile And Support Portal Settings
    • Service Desk System Settings
    • Ticket Settings And Options
    • User Registration Settings
    • Email Settings And Options
    • Access Control Settings
    • Knowledge Base Settings And Options
    • Autoresponder Settings
    • Configure Alerts And Notices
    • Configure Two Factor Authentication
  • Manage Service Desk Components
    • Ticket Categories
    • Ticket Filters
    • Service Level Agreements (SLA)
    • API Keys
    • Client Portal Pages
      • Configure Your Support Center Page
    • Forms
    • Custom Lists
    • View And Manage Asset Types
    • Manage Materials And Expense Items
    • Manage Charging Plans
  • Email Management
    • Setup Your Support Email Addresses
    • Block User Email Addresses
    • Email Templates
    • Test Outgoing Email Settings
  • Manage Time Sheets
  • Manage Staff
    • Staff Members
    • Staff Roles
    • Departments
    • Time Sheet Templates
    • Material Approval
  • Manage Announcements
  • Generate Reports
    • Time Log Reports
    • Ticket Report
    • Asset Reports
    • Service Types Reports
    • Department Ticket Reports
    • Agent Reports
    • Users Reports
    • Resource Appointment Reports
    • Scheduled Reports
  • Finance
    • Generate Cost Reports
    • Manage Contracts
• Service Desk Staff Panel
  • Staff Panel Dashboard
    • View The Dashboard And Export Reports
    • View Staff Members
    • My Profile
  • Manage Users And Customers
    • Manage Users
    • Manage Customers
  • Manage Tickets
    • Ticket Details
  • Manage Knowledgebase
    • FAQs
    • Manage FAQ Categories
    • Canned Responses
  • Manage Projects
  • Manage Staff Time Sheets
  • Manage Calendars
• Appendix 1 - Field Types In Custom Forms And Custom Lists
• Appendix 2 - Ticket Priorities
• Appendix 3 - How Charging Works In Service Desk
• About Comodo Security Solutions

Appendix 2 - Ticket Priorities

The priority levels you assign to a ticket are at your discretion. However, here are some general definitions which may help you to decide priorities within your setup:

• Low - Customer is not experiencing loss of functionality or system errors. For example, these may be general use questions, suggestions or future enhancement requests.

• Normal - Customer has loss of non-critical functionality. Customer can function and there are workarounds available. Customer issue may even be covered by existing documentation.

• High - Customer product/service is functioning in severely reduced capacity. Significant impact to the customer's operating and productivity. Potential loss of data or interruption of service.

• Critical - Customer product/service is completely down or not functioning. Customer has experienced loss of production data and no workaround is possible.
  

In the examples above, ticket priorities are determined by the severity of the customer's issue. As a company, however, the priority you assign to a particular ticket may also be influenced by other factors, including the importance of the customer or whether the ticket is badly overdue.

Under default settings in Service Desk, all new tickets have a priority level of 'Normal'. There are a variety of ways to set ticket priority in Service Desk. You can also use priorities as a management tool by creating filters which apply actions to tickets with a certain priority level.

The following sections show you the various places where you can set ticket priority in Service Desk. Please note, you should be in the 'Admin' panel to configure most of these settings.

• Set default priority

• Assign ticket priority based on ticket category
  

• Apply actions based on ticket priority

• Set the priority of tickets sent to a specific email addresses
  

• Manually set ticket priority

First, you can set default ticket priority in 'Settings' > 'Tickets':

The priority you assign here will be applied system-wide to new tickets. The default priority can be superseded by settings you make in other areas of the interface.

For example, you may want to assign a specific priority to tickets created after a customer picks a certain ticket category on your support portal. You can also, independently, choose the priority of tickets sent to your support email address. Your staff can, of course, manually change the priority of a ticket after they have evaluated the issue.

Secondly, you can specify the priority of tickets in ticket category stages. You can set the priority of tickets created when customers choose a specific ticket category on your support website.

Thirdly, you can create rules in the 'Filters' section which:

• Apply actions to tickets based on their priority

AND/OR

• Apply priority to tickets which meet certain criteria

The 'Emails' section also lets you set the priority of tickets generated when a customer sends an email to a specific address:

Finally, staff can manually set priority when creating (or working on) a ticket: