Add a method for customer to provide their priority for support items
Use the opportunity to get the customer's feedback on the relative priority of their support tickets. It should be optional and not tied to our Priority level in Raptor. Example attached
Be sure not to ask what the priority is, otherwise everything is high/critical. You should ask things like:
What degree of business impact does this have?
High - Cannot perform core functions
Medium - Can work around it but impacts efficiency
Low - Error message but can proceed
How many users are impacted?
All users
Users of a specific role
3 or fewer
Is financial information involved?
Does this involve data security?