When to mark a ticket as urgent
Reserve high urgency for true production blockers.
Use high urgency when:
- Production is down or major workflows are blocked for many users
- Payroll, invoicing, or inventory posting is failing near a deadline
- A security incident needs immediate attention
Do not mark training questions or cosmetic UI changes as urgent. Mis-prioritising slows real incidents for every customer.
For platform-wide outages, check Service status first.
