CS Update: Ticket Priority Knowledge Article

Please familarise yourself with the new Knowledge Article covering Ticket Priority Scoring - a crucial component of how we manage and action tickets in Zendesk.

❓ Why is Priority Scoring Important?

Priority scores directly impact how tickets are handled and routed. Setting the correct priority ensures:

• Agents can easily manage and prioritise their own queues.
• The routing system accurately triages tickets based on priority.

⚠️ IMPORTANT:

Every agent must continuously assess ticket priority throughout the ticket’s lifecycle. Priorities can change—keeping them accurate is essential to avoid delays and ensure the best possible customer experience.

❓ How Are Priorities Scored?

The Knowledge Article includes a visual guide (below) detailing how to assign the correct priority based on ticket factors.

⚠️ IMPORTANT:

If the ticket factors overlap multiple categories, always select the higher priority.

If you have any questions, please reach out to your TL.

📧 This update was also communicated via email on 17th July 2025, titled "ICS Email Address" sent by Riley L (Customer Experience Operations Leader).