Priority Level
For a ticket to be considered “Urgent”, it must meet at least one of the following criteria:
1 a site is down or inaccessible.
2 a revenue workflow is broken or otherwise blocking customers from checking out.
3 a security or compliance incident is actively happening

Work Category
Development = involves code or site functionality changes Strategic Project = involves multiple sites, long timeline, or broad-reaching initiative. SysAdmin = DNS things, Google Workspace users-groups tasks, Networking, etc. Marketing Systems = Social media, email newsletter systems, etc. Other = Design related, general questions, documentation requests, etc.