Understanding ticket priorities

Prioritizing tickets ensures that critical issues receive immediate attention while lower-impact requests are handled efficiently. Below are the different ticket priority levels on Mojo Helpdesk.

• Emergency: Tickets that require immediate attention (ex. critical system issues or security breaches)
• Urgent: Tickets that require prompt attention (ex. major service disruptions or issues affecting multiple customers)
• Normal: Tickets that require attention but do not have an immediate impact on customers or the business
• Low: Tickets that have a minor impact on customers or the business, such as minor bugs or feature requests

Admins can configure different SLA policies for each ticket priority for more precise support management.