Ticket Prioritisation Framework for IT Teams

Why Prioritisation Matters

Without a clear prioritisation framework, agents treat all tickets equally. Critical issues wait behind routine requests, and users get frustrated.

Prioritisation Matrix

Impact	Urgency	Priority	SLA
High	High	P1 — Critical	15 min / 4 hrs
High	Low	P2 — High	1 hr / 8 hrs
Low	High	P2 — High	1 hr / 8 hrs
Low	Low	P3 — Normal	4 hrs / 24 hrs

Impact Definition

• High impact: Affects multiple users, blocks revenue, or creates security risk
• Low impact: Affects single user, cosmetic issue, or non-urgent request