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Home > C2 General Support > How do I use the priority system to classify my Helpdesk ticket?
How do I use the priority system to classify my Helpdesk ticket?
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BenchPrep uses a four-tier system to classify and prioritize Helpdesk tickets. Correctly classifying tickets ensures they are answered and handled appropriately.

 

Priority 1 issue is a major issue that affects all users. Examples include unexpected site downtime or the etesting.c2educate.com/login URL returning a 500 error instead of the login page.

 

Priority 2 issue is a minor issue that affects all users. If every user was suddenly unable to use the "Revisit Later" tool in an exam.

 

Priority 3 issue is a major issue that affects one or a group of users, a support request, or a product question not answered by a Knowledge Base article. The majority of tickets in the Helpdesk are Priority 3.

 

Priority 4 issue is a minor issue affecting one or more users, a support request, or a product question that does not need to be answered or completed within one week. 

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