When you create a ticket in the portal, you have the option of filling out a priority field for your request - this can be low, medium, high, or urgent.
If you log a ticket by emailing support@sparks.freshdesk.com then the default priority is low, but we will review and assign our own priority for your request.
Freshdesk uses the priority field to set a due time for the ticket to be resolved by - so the higher the priority, the earlier we need to reply and resolve it.
In addition to your priority, Sparks also has a priority field which we set to correspond with the priorities in our SLA agreements. SLA priorities range from P1 to P5, with P1 as the most urgent.
The table below gives an idea of how the priorities can line up, but each request is unique and you should set the priority as you see fit.
| Customer priority | Sparks priority | SLA | How website is affected |
| Urgent | P1 | Any | Site or business can't function |
| High | P2 | Any | Site is affected but is still usable |
| Medium/Low | P3 | Yes | Effect on site is not significant (existing functionality) |
| Medium/Low | P4 | No | Effect on site is not significant (existing functionality) |
| Medium/Low | P5 | Any | Standard service request (new work) and monthly health checks |