Understanding Zendesk Support Ticket Urgency Levels
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, and Level 4 for informational questions. Each level helps Zendesk prioritize and address your issues effectively.
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…
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 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…
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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