Support Ticket Priorities | 102

Have you ever submitted a CreekHelp support ticket?  You know that one of the required fields is to select a [Priority] for your ticket.

Have you wondered what the priorities mean and how quick you may receive help?

Hopefully we can help explain a bit of that today!

The following Priority Levels exist:

  • Today Critical
  • Upcoming Weekend
  • General Support
  • Improvement Request

While the staff who are assigned the tickets may ultimately adjust ‘resolution’ timelines a bit here and there, our intent to make contact and reach out to those who have submitted a ticket stays the same.

 

Here is a bit of the definition used for these priority levels.

Today Critical: Contact will be made within 1 hour.

  • We will make our best attempt to call or text you.

Upcoming Weekend: Contact will be made within 24 hours.
General Support: Contact will be made within 1 week.
Improvement Request: The request will be reviewed within 1 week and contact will be made as time allows.

We should also note that when you submit a ticket, the staff member assigned to the ticket will receive an Email and a Push Notification to their Support App.  If you have selected [Today Critical] the staff member assigned to the ticket will receive a text message in addition to their email and push notification.

If you submit a Today Critical ticket, be sure to have your phone nearby ;), a staff member will likely be reaching out you within the hour!

Hope this helps!