Add "priority" on support tickets for emergencies
On the Submit a ticket page in support, add a drop down for "priority" or a way to get emergency support. The higher priority would be triaged immediately so a database error or other system-down issue gets handled or triaged immediately.
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Kevin Lemaster
shared this idea
All that's required to have our system mark a ticket as Urgent is to use that word in the title or in the ticket description. These are flagged for the support reps to determine their overall priority.
Note, please do NOT use a statement in the description like "Hey, this issue is NOT urgent" as that will be marked as Urgent. :-)
