Ticket priorities
Which priority to choose for a support ticket, what Urgent is for and why it is only available on some packages.
Every support ticket has a priority. It tells the Bilify team how much the problem affects your work, so the most serious ones are looked at first. Choose it in the Priority field when you open a ticket.
Which priority to choose
| Priority | Use it when |
|---|---|
| Low | A question, a suggestion or something cosmetic. Your work is not affected. |
| Medium | Something does not work as expected, but you can carry on or work around it. This is the default. |
| High | An important part of your work is blocked for you or your team, for example you cannot issue or send invoices. |
| Urgent | Your business is stopped and there is no workaround, for example nobody in the company can sign in. |
Bilify does not promise fixed response times per priority. Choosing a higher priority than the problem needs does not make it faster, and the Bilify team may change the priority after reading the ticket.
Urgent priority and your package
Requires: Urgent priority support tickets
Urgent is included in the Pro and Enterprise packages. Keep it for real emergencies so it keeps its meaning.
On other packages, Urgent appears in the list as "Urgent (upgrade required)" and cannot be selected, with a note under the field. Choose High instead; the team reads every ticket. To use Urgent, see Change or cancel your plan.
After you submit
The priority shows as a colored label in your ticket list. You cannot change it yourself once the ticket is sent. If the situation gets worse or better, say so in a reply and the team adjusts it.
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