How does Raiseaticket handle ticket priorities?
Raiseaticket provides a robust priority management system to ensure that support tickets are addressed based on their urgency and impact. Here’s how priorities are handled:
- Default Priority Levels:
- Raiseaticket offers predefined priority levels such as Low, Medium, High, and Urgent.
- These levels help categorize tickets based on their importance and required response time.
- Customizable Priorities:
- In addition to default priorities, administrators can add custom priority levels to suit specific business requirements.
- Priority Assignment:
- Tickets are assigned a priority either manually by agents or automatically based on predefined rules like keywords, client profiles, or ticket categories.
- SLA Integration:
- Each priority level can be linked to a Service Level Agreement (SLA), ensuring that tickets with higher priority are resolved within tighter timeframes.
- Real-Time Tracking:
- Agents and administrators can monitor tickets by priority through dashboards and filters, ensuring high-priority tickets are always visible.
- Escalation Triggers:
- Raiseaticket automatically escalates overdue tickets based on their priority to ensure timely resolution and accountability.
By leveraging its priority management features, Raiseaticket ensures that critical issues are addressed promptly while maintaining efficiency in handling other requests.
