Priority matrix
Manish Balaji avatar
Written by Manish Balaji
Updated over a week ago

Why leave defining the priority of a ticket to second-guessing? In you can define a priority matrix that helps you define the priority of a ticket based on the impact and urgency of the issue.

Simply put:

Priority = Impact * Urgency

Say goodbye to ambiguity while defining ticket priorities.

To Enable Priority Matrix for your account:

  1. Navigate to Settings > Ticketing Settings > Priority Matrix.

2. Toggle ‘ON’ the priority matrix

3. The admin can choose a priority from the drop-down for varying levels of urgency and impact.

For example, if the ‘Impact’ is Medium and Urgency is ‘Low’ you could set the priority to ‘Low’.

4. Click ‘Save’, once you’ve finalized the priority for every combination.

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