Enhanced Ticket Categorization System
By Denis Bauer
A comprehensive system for organizing, prioritizing, and managing customer support tickets with clear SLAs, team responsibilities, and automated workflows.
Priority Matrix
Response times, resolution targets, and escalation triggers for each priority level
| Priority | Severity | Response Time | Resolution Time | Escalation Trigger |
|---|---|---|---|---|
| P1-Critical | System down, security breach, data loss | 15 minutes | 4 hours | Immediate to senior team |
| P2-High | Major feature broken, billing issues | 2 hours | 1 business day | After 4 hours |
| P3-Medium | Minor bugs, feature requests | 1 business day | 3 business days | After 2 days |
| P4-Low | General questions, documentation | 2 business days | 5 business days | After 5 days |
Categories
6
Main categories
Priority Levels
4
P1 to P4
Teams
7
Specialized teams
Fastest SLA
15m
P1 response time
Example Ticket Tags
How tickets are tagged in your CRM system
CTechnical Issues
SCCritical System Issues
TFeature Not Working
CBilling & Account Management
SCSubscription Management
TRefund Requests
