Priority

What it is

Priority ranks tickets by urgency and business importance. It's related to severity, which measures technical impact, but they aren't the same: a minor bug for a top customer can be high priority.

Why it matters

Clear priority keeps the queueQueueA list of tickets waiting to be picked up by a team or agent. honest. Without it, the loudest customer wins.

Best practices

1. Define levels with examples – P1 through P4, with real cases for each.
2. Separate priority from severity – Track both.
3. Revisit on new information – A ticket's priority can change as you learn more.

How Decimal helps

Decimal can set priority from the evidence it finds, such as error volume and accounts affected, rather than from the tone of the ticket.