What rules govern ticket priority, creation, handling time, and critical-thread status?

What rules govern ticket priority, creation, handling time, and critical-thread status?

⚡Quick answer -

• Misclassifying a high-priority ticket as Low or Medium is a process error.

• A ticket must be created any time a chat remains resolved or unresolved—typical unresolved scenarios include: “a call back to customer, escalation, issue which will be taken care of by AM only, and a resolution that cannot be given immediately.”

• The average ticket-handling time is 48 – 72 hours for both Support and Customer Success.

• A thread becomes a critical threaded ticket once the thread count exceeds 3.

When should I use this guide?

Open this FAQ whenever you need an authoritative reference for how we classify, create, and manage support tickets—from priority tagging to SLA timing and critical-thread thresholds.



1 · Priority mis-classification = process error

“If a high-priority ticket is marked as low or medium, then the error would be a process error.”


2 · Ticket creation rule for unresolved chats

When chat is not resolved, in which cases a ticket has to be generated:

• A call back to the customer

• Escalation

• Issue that will be taken care of by AM only

• Resolution that cannot be given immediately

Key takeaway - A ticket must be generated for every chat resolved or unresolved, regardless of priority. The four bullet points above describe the most common unresolved scenarios; they are not exclusive or conditional.



3 · Average ticket-handling time (48 – 72 hrs)

“The average ticket handling time is 48 to 72 hours for both Support and Customer Success.”


4 · What is a critical threaded ticket?

“When the thread ticket count exceeds by 3, it is referred to as a critical threaded ticket.”

Action: Flag such tickets for heightened monitoring and faster follow-up.



5 · End-to-end workflow diagram



image.png


Alt-text: Fowchart from unresolved chat → ticket creation → correct priority tagging → 48-72 hr SLA → critical-thread check.



6 · Edge cases

• Tickets with three or fewer follow-up threads are not classed as critical.

• Correctly tagging a High-priority ticket as High avoids the process-error flag.



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