Often, the Priority of an incident that is determined by the agent is incorrect. Implementing robust methods to prioritize tickets will help agents in managing their workload and focus on more pressing and time-bound incidents.

But, the question is, how does one determine the correct priority?

For example, Dennis is one of just two people manning the service desk on a busy Monday afternoon. The service desk is flooded with tickets from all quarters with end-users asking for a resolution by "yesterday".  With over 75 tickets and counting, Dennis will have to prioritize and solve these issues one by one.

In Freshservice, you can create a Priority Matrix to standardize the Priority decisions. This takes the guesswork out and makes priority determination simple and structured.

Priority Matrix allows an admin to define what Priority should be used based on each combination of Urgency and Impact associated with an incident.

Simply put,

Priority = Impact x Urgency

Impact is "the effect an incident will have on service levels."

An internet outage will have a "High" impact as it can affect many employees. But, if an internet outage happens only for a particular conference room, it may have a "Low" impact.

Urgency is "used to determine how soon an incident should be resolved."

Adding to the previous example, if the business is into shares and stocks, every minute of internet downtime will cost them money. Hence, the incident will have a “High” urgency. Similarly, since it is only a conference room that is experiencing internet downtime and not a workstation, it may have a “Low” urgency.

Both, Impact and Urgency are rather simple to determine when compared to Priority.

To enable the Priority Matrix for your account, navigate to Admin -> Priority Matrix (Under Helpdesk Productivity) and toggle ON the Enable Priority Matrix option.

Once the Priority Matrix has been enabled, the admin will be able to edit and choose a Priority from the drop-down for each pair of levels under Impact and Urgency.

For example, an Admin can mandate that when a "High" Urgency ticket comes into the service desk and if the agent determines that its Impact is "Low", then the Priority must be set to "Medium". This ensures that there is a standardized process to ascertain the Priority and help agents focus on more important tickets.

Once you’ve specified the Priority for all the levels of Impact and Urgency, click on Save to finish.

Henceforth, the Priority of incidents created on the service desk is automatically assigned based on its Impact and Urgency.


  • Using Field Customization, you can enable your end-users to specify the Impact and Urgency of an incident at the time of creating one on the self-service portal.
  • Agents can override the Impact, Urgency and pre-set Priority at any time by updating the Ticket Properties.