How we sort your tickets, and why the printer waits

Every ticket gets a priority from two questions: how many people does it affect, and how badly does it stop their work. A server down for everyone is P1; one person’s slow Outlook is P4.

It is not about who shouts loudest. If you think we have the priority wrong, say so on the call: you know your business better than we do.

Telling us who is affected and what you cannot do saves time. ‘Nobody in accounts can print invoices’ is easier to sort than ‘the printer is broken’.