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1) Make one of these words (Critical, High, Low) the first word in your email subject and that will set the ticket priority accordingly. Medium priority is the default, so no designation is required in the subject.

NOTES:

• Please refer to the Ticket Priority Definitions below. After reviewing your ticket, we reserve the right to change the ticket priority.
• Since time is of the essence with re: to Critical tickets, you may also use one of the following specific words at the beginning of your subject line to open a Critical ticket.
• Urgent
• Dire
• Emergency
• Crisis
• Disaster
• Catastrophe
• Calamity
• OMG!

Ticket Priority Definitions:

Critical:  Issues that significantly disrupt operations, like system outages, major data loss, or confirmed security incidents. These issues typically affect a larger group of people (all or most of a department / all or most of the organization). These issues require immediate action.

High:  Issues that significantly impact a user’s ability to complete their primary job functions or could escalate if not addressed like account lockout, hardware failure, or suspected security incidents. These issues require action ASAP.

Medium:  Issues that are noticeable but not critical to daily operations and can be addressed within a few hours or more.

Low:  General inquiries, feature requests, training, etc. that can be handled at the support team's discretion.