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 definition used for these priority levels.
Today Critical: Contact will be made within 1 hour.
Upcoming Weekend: Contact will be make within 24 hours.
General Support: Contact will be make within 1 week.
Improvement Request: 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 calling or emailing you within the hour!
Hope this helps!