General · Updated 03 Nov 2026
Ticket priorities and what they mean
Choose the right ticket type and priority so critical problems reach the team first.
Ticket types
| Type | Use for |
|---|---|
| Incident | Something that worked has stopped working or is failing. |
| Problem | A recurring issue whose root cause needs investigation. |
| Request | Questions, training, configuration or information you need. |
| Change request | A change to your setup, data, reports or a new feature. |
Priorities
| Priority | Use when |
|---|---|
| Critical | The system is down or you cannot bill / operate at all. |
| High | A key feature is broken and there is no workaround. |
| Medium | Something is not working as expected but you can continue. |
| Low | Minor issues and general questions. |
| Trivial | Cosmetic issues and ideas. |
Our team may adjust the type or priority after reviewing the ticket.