Categorize tickets by urgency

To categorize tickets by urgency, you can follow a system that classifies the tickets into different priority levels based on factors like impact, urgency, and severity. Here’s a simple way to structure the categorization:

1. Critical (Urgent)

• Description: These tickets require immediate attention because they have a severe impact on business operations or the user experience. Often related to system outages, security breaches, or major bugs.

• Examples:

  • Complete system failure or downtime

  • Security vulnerabilities

  • Data loss or corruption

• Action: Immediate response and resolution are necessary. Assign to a dedicated team for quick resolution.

2. High Priority

• Description: Tickets that are important but not critical. These issues may cause significant disruption or pose a risk to business operations, but they are not as severe as critical tickets.

• Examples:

  • Performance issues affecting a large group of users

  • Features that are broken but do not stop the business from operating

  • Major bugs that need quick resolution

• Action: Address these within the next few hours to a day. Consider escalating if unresolved.

3. Medium Priority

• Description: These tickets are issues that should be resolved but don’t have an immediate or large-scale impact. They are more related to enhancements or minor bugs.

• Examples:

  • Minor UI/UX issues

  • Non-urgent bug fixes

  • Features that can wait but improve user experience

• Action: Address within 24-48 hours, based on availability of resources.

4. Low Priority

• Description: Tickets that are non-urgent, often related to suggestions, minor improvements, or cosmetic issues that don’t impact functionality significantly.

• Examples:

  • Minor text or design updates

  • Suggestions for future features

  • Low-impact user-reported bugs

• Action: Address as time allows, typically within a week or as part of a larger update.

5. Deferred/Backlog

• Description: These tickets are not urgent and do not need to be addressed in the short term. They might be revisited later based on resource availability or priority reassessment.

• Examples:

  • Requests for features that are outside the current roadmap

  • Low-priority bug fixes that have workarounds

  • Items that are not affecting users or operations

• Action: Keep in the backlog and address during a future sprint or release cycle.

By categorizing tickets this way, you can prioritize your resources effectively and ensure that the most critical issues are addressed first, while less impactful ones are handled as time allows.