When submitting a support ticket to fix an issue or a query, understanding the priority level helps us address your concern as quickly and efficiently as possible. Here's how you can determine the appropriate priority:
High Priority:
These issues severely impact website functionality or security, potentially leading to data loss, revenue loss, or reputational damage. They require immediate attention.
- Examples:
- Critical website outage: The entire website or major sections are unavailable.
- Payment processing failures: Customers cannot complete purchases.
- Security vulnerabilities: The website is susceptible to hacking or data breaches.
- Major login or account access issues: Users cannot log in or manage their accounts.
- Critical functionality errors: Essential website features are broken or malfunctioning.
Medium Priority:
These issues hinder user experience or specific functionalities, potentially leading to customer frustration and lost sales. They require prompt attention.
- Examples:
- Broken links or images: Users encounter dead ends or missing content.
- Slow loading times: Website performance is sluggish, impacting user experience.
- Minor login or account management issues: Users experience difficulties logging in or managing accounts.
- Non-critical functionality errors: Some website features have minor malfunctions.
- Formatting or display issues: Website content displays incorrectly across devices.
Low Priority:
These issues are minor inconveniences that don't significantly impact functionality or user experience. They can be addressed at a later date.
- Examples:
- Cosmetic changes: Requests for font changes, color scheme adjustments, etc.
- Minor layout or design issues: Non-critical alignment or spacing problems.
- Suggestions for new features: Ideas for additional functionalities.
- SEO optimization issues: Minor technical SEO problems not impact rankings significantly.
- Typos or grammatical errors: Small mistakes in website content.
Don't Worry About Overestimating Priority
Our system analyzes your ticket details and may adjust the priority based on the information you provide. So, choosing "High" for a genuine concern won't slow things down and vice versa. The most important thing is to give us a clear understanding of the issue.
Additional Tips:
- When describing your issue, provide clear and concise details, including screenshots or error messages if applicable.
- The more information you give us, the faster we can understand and resolve your request.
By understanding the impact of your website issue and providing clear information, you'll help us resolve your request efficiently.