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How do I use the priority system to classify my Helpdesk ticket?

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 prepxl.oncourselearning.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 mark Confidence Levels or leave discussions, these would be Priority 2 issues.

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. 

With the exception of Priority 4, this system does not factor in how time-sensitive the issue is. For this reason, when you create a new ticket at petersonshelpdesk.benchprep.com/new, after you specify the ticket category, you are able to specify when you need a resolution/answer, how many users the issue affects, and, if applicable, when the affected client is launching. This helps the BenchPrep team understand which client requests are urgent.

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  • 13-Sep-2018
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