Once you’ve specified the Priority for all the levels of Impact and Urgency, click on Save to finish.This ensures that there is a standardized process to ascertain the Priority and help agents focus on more important tickets. The admin can edit and choose a Priority from the drop-down for each pair of levels under Impact and Urgency.įor example, an Admin can mandate that when a "High" Urgency ticket comes into the service desk and if the agent determines that its Impact is "Low", then the Priority must be set to "Medium".
Toggle ON the Enable Priority Matrix option.Navigate to Admin -> Service Management > Service Desk settings > Priority Matrix.To enable the Priority Matrix for your account, Similarly, since it is only a conference room that is experiencing internet downtime and not a workstation, it may have a “Low” urgency.īoth Impact and Urgency are rather simple to determine when compared to Priority. Hence, the incident will have a “High” urgency. Urgency- Determines how soon an incident should be resolved.Īdding to the previous example, if the business is into shares and stocks, every minute of internet downtime will cost them money. But, if an internet outage happens only for a particular conference room, it may have a "Low" impact.
Impact- The effect an incident will have on service levels.įor example, an internet outage will have a "High" impact as it can affect many employees. Priority Matrix allows an admin to define what Priority should be used based on each combination of Urgency and Impact associated with an incident. This removes the ambiguity around an agent’s guesses and makes priority determination simple and structured. In Freshservice, you can create a Priority Matrix to standardize the Priority decisions. More robust methods to prioritize tickets will help agents to manage their workload with more focus on critical and time-bound incidents.
Often, when an incident’s priority is determined by an agent, it results in ambiguity.
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