Customer Issue Desk
Solutions Architect · Account Managers · Partner
Connecting
Sign out
Priority queue
Board
Log issue
All severities
Sev 1
Sev 2
Sev 3
Sev 4
Show resolved
How priority is scored
Severity
Sev 1 production down: 60, respond in 1h
Sev 2 degraded: 38, respond in 4h
Sev 3 workaround exists: 18, respond in 24h
Sev 4 question or request: 6, respond in 72h
Account weight
Strategic account: +18
Key account: +9
Revenue or renewal at risk: +10
Clock pressure
First response overdue: +20
Inside last 30% of response window: +10
Next action past due: +8
Age: +1.5 per day, up to +12
Ball in someone else's court
Waiting on customer: -22
Resolved issues drop out of the queue
Scores cap at 100