This company has stopped using our help desk software. You should reach out to them using their official website.
Meanwhile please check our blog for some awesome articles about customer support.
Every service desk should have standards, metrics and SLAs that they monitor and strive to live up to.
You could argue that no metric is more important than the impression of your users. They’re why you exist, right?
Helpdesk ticket priority levels are the definitions your support team uses to determine how quickly a ticket needs to be handled, along with any escalation steps that need to be taken.