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Customer Service vocabulary · Tickets & Escalation

Priority

Meaning in customer service, with examples

/praɪˈɒrəti/nounCommon term

In customer service, priority means: The level of importance or urgency given to a ticket, which decides how quickly it should be handled.

In Turkish: öncelik, öncelik seviyesi

How it is used

Tickets usually have priority levels such as low, medium, high and urgent, or P1 to P4, where P1 is the most critical. Agents set, raise or lower the priority. A service outage that affects many customers is normally top priority.

Example sentences

  1. I've marked your ticket as high priority because your shop can't take payments.

  2. Password resets are low priority unless the customer is completely locked out.

Common collocations

  • high priority
  • low priority
  • set the priority
  • top priority
  • priority level
  • ticketA record in a support system for one customer request or problem, used to track it from the first contact until it is solved.
  • SLAService level agreement: a written agreement that sets the standard of service a provider must deliver, such as response and resolution times.
  • escalateTo pass a problem or complaint to a more senior person or a more specialised team because the first person cannot solve it.
  • backlogA number of tickets, emails or tasks that have built up and are waiting to be dealt with.

More terms: Tickets & Escalation

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