Level 2 Urgency Issues in Zendesk
What is considered a Level 2 urgency issue in Zendesk?
A Level 2 urgency issue in Zendesk is when a major feature is broken, significantly degrading your ability to communicate with customers.
These issues require immediate resolution but may have workarounds. Examples include malfunctioning triggers or significant latency while using Zendesk.
More related questions
How do I indicate the urgency of my issue when contacting Zendesk?
To indicate the urgency of your issue when contacting Zendesk, you need to select a business impact level from the widget's ticket form. This helps Zendesk prioritize your request appropriately. When you create a ticket, you'll be asked to assess…
What are the different urgency levels for Zendesk support tickets?
Zendesk defines four urgency levels for support tickets, ranging from critical to informational. Level 1 is the highest urgency, used when you can't sign in or use Zendesk. Level 2 is for major feature issues, Level 3 for issues slowing you down,…
How does Zendesk prioritize support tickets based on urgency?
Zendesk prioritizes support tickets by assessing the business impact level you select when creating a ticket. Critical issues, like those preventing you from using Zendesk, are prioritized at the top of the queue. Level 1 and 2 issues receive live…
What scenarios qualify as a Level 1 urgency issue in Zendesk?
Level 1 urgency issues in Zendesk are those that completely prevent you from using the platform. Examples include being unable to sign in, experiencing one-way audio issues, or facing high-risk security vulnerabilities. These issues require…
What defines a Level 3 urgency issue in Zendesk?
Level 3 urgency issues in Zendesk are those that slow down normal business operations but have workarounds. These issues require timely resolution, typically within 1-2 business days. Examples include delays in call recordings or issues with…
What is a Level 4 urgency issue in Zendesk?
A Level 4 urgency issue in Zendesk is informational and does not directly impact current business operations. These issues are typically questions or requests for information, such as understanding report results or enabling a sandbox.
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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