Overview
Guidelines for choosing the priority level for tickets directed to the Procentive Support Desk. This field is important, because it allows support staff to prioritize and respond to tickets in an efficient and helpful manner.
Ticket Priorities
Below are guidelines for choosing the priority level for tickets directed to the Procentive Support Desk. This field is important, because it allows support staff to prioritize and respond to tickets in an efficient and helpful manner.
- None: Procentive responds to these last, once all other tickets with a higher priority have been responded to. Therefore, be sure to give your ticket a priority.
- Future: Procentive will respond to the ticket within 30 days or less.
- Low: Procentive will respond to the ticket within two weeks or less.
- Medium: Procentive will respond within a week or less.
- High: Procentive will respond within two days (48 hours) or less.
- Crisis: Procentive will respond in 60-90 minutes or less. Crisis tickets should be rare and should only be used when something is preventing you from doing your work in Procentive. (eg: A payer is taking back all money paid in the last year, all clients have suddenly disappeared, a module is not working).