Dear all,

All helpdesk software usually have a priority level. While not everyone uses it properly (both clients and hosts), my question of the day is: For each priority level, what is the maximum time it should be answered.

Priority 1 (Highest) - ?
Priority 2 - ?
Priority 3 - ?
Priority 4 - ?
Priority 5 (Lowest) - ?

Obviously you answer all asap. But as a client, if you are using it correctly, what's your expectation in terms of response times?

As a host, what's your internal benchmarks?

Thank you.

You shouldn't go by response time, but rather start working on priority 1 and work your way down.
Maybe just skim through other priorities and see if any can be answered quickly while working on the high priortity tickets.

Well, we have often receive 1st priority on pre-sales enquiry. We prioritize ticket subject that we think is serious.

What type of market are we talking about here? Shared, Reseller, VPS, Dedicated, Colo, etc?