When submitting new tickets for complex Customer Inquiries, you’ll need to specify the priority of the inquiry. This priority value reflects the priority of this inquiry for the 3d Client.
Choose between Low/Medium/High priority. These tickets will be handled during business hours. Your selected priority will be used to prioritize the work for the second line customer support.
Note: Please be aware that not all ticket types allow for priority settings. For certain tickets, priority levels and team assignments are automatically determined and applied by our system through predefined automations.
To denote a request of immediate urgency, please consider using the Report a Severe Incident. When selected, you’ll be prompted to confirm that your Service is down and that it affects all your Customers and is indeed critical. This is required as tickets with such a priority submitted outside of business hours will be directly sent to our 24/7 on-call team.
Read more about Severe Incident Tickets
As a reminder, no non-complex Customer Inquiries should be submitted as tickets. These should all be handled by the first line customer support.
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