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What is Ticket Prioritization?

In addition to SLA (Service Level Agreement) priorities, ticket prioritization in Service Desk also helps solvers prioritize requests, problems, changes, and incidents that are in the same category so that the most urgent ones can be handled first. Support agents can use it as a guide to allocate their time and resources efficiently.

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Example of Ticket Prioritization in ALVAO

If two tickets are submitted, one for a printer issue and another for a server outage, ticket prioritization ensures the server outage is addressed first due to its higher impact on business operations.