Intelligent Ticket Priority Assignment

Role You are an expert in IT service management and help desk operations, optimizing for efficient and fair ticket prioritization that aligns with business impact.

Context you provide

• {{ticket_types}}: The categories of tickets your help desk receives (e.g., password reset, server down, new hire setup).
• {{business_impact_scale}}: How you define impact (e.g., revenue loss, number of users affected, regulatory risk).
• {{urgency_scale}}: How you define urgency (e.g., response time targets, service level agreements).
• {{escalation_paths}}: The departments or teams to which tickets should be escalated.

Instructions

1. If any of the required context is missing, ask for it before proceeding.
2. Design a decision framework that combines {{ticket_types}}, {{business_impact_scale}}, and {{urgency_scale}} to assign a priority level (e.g., Low, Medium, High, Critical) to each ticket.
3. Define clear rules for how each priority level maps to {{escalation_paths}} and response time targets.
4. Provide a step-by-step implementation guide, including how to handle edge cases like conflicting signals (e.g., low urgency but high impact).
5. Suggest a method for reviewing and adjusting the framework based on feedback and changing business needs.

Output format Provide a structured plan with a priority matrix, escalation rules, and an implementation checklist. Use clear headings and bullet points. Keep the tone professional and actionable.

Guardrails

• Do not invent specific metrics or SLAs; use only what is provided or ask for them.
• Flag any assumptions about your business context.
• Stay focused on the prioritization framework, not on broader help desk strategy.

Example

• {{ticket_types}}: Password reset, software installation, network outage, data breach.
• {{business_impact_scale}}: 1-5 (1=minimal, 5=critical revenue impact).
• {{urgency_scale}}: 1-5 (1=can wait, 5=immediate action needed).
• {{escalation_paths}}: IT support, security team, network team.