Submitted Tickets: How Do We Prioritize? | MSP

How Do We Prioritize Submitted Tickets?

Nobody likes dealing with computer issues, especially when it affects your ability to do your job.

Because we get so many submitted tickets — anywhere from 50 to 70 per day — we need to employ a system that helps us determine which problems need to be taken care of immediately versus which problems need to be taken care of later in the day or even the next business day.

We have four priority levels: low priority, standard response, same-day response and high priority.

“Our structured approach to ticket priority ensures that all support requests are handled efficiently and according to their urgency, keeping your IT environment running smoothly.”

Ticket Priorities

Our structured approach to ticket priority ensures that all support requests are handled efficiently and according to their urgency, keeping your IT environment running smoothly.

Low: Minor issues and routine tasks, such as non-urgent questions or minor software updates, are scheduled during slow periods and addressed as time permits. Clients can submit these tickets using the HT Support App or by emailing support@hungerford.tech.

Standard: Non-urgent issues like slow computer performance or email setting assistance are managed on a first-come, first-served basis. These are addressed as time allows and also can be submitted through the same channels.

Same day: Issues that need to be addressed within the same day, such as printer problems or VPN connectivity issues, are handled promptly after wrapping up the current ticket. Clients can submit these tickets via the HT Support App or email, but a phone call can help ensure we categorize your need correctly.

High: For critical issues like server downtime or data breaches, we drop everything and focus on resolving the problem immediately. Clients should call us directly at (616) 949-4020 x4, even after hours, for these emergencies.

Below, you will see a chart of our intention with each priority level, some common examples and the best way to contact us.

Here are our formal response time and resolution targets:

How to Report Issues

Please ensure that issues are reported through our dedicated support channels:

Keeping You Informed

During the resolution process, you will receive regular updates on the status of your issue. We believe in clear communication and will keep you informed every step of the way.

At the end of the day, every ticket is important to us, but some warrant a quicker response than others.

Issues that affect multiple users will get priority over those that affect one user. We try to use our best judgment, but of course, it’s not an exact science.