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P1 / P2 / P3 Priority Matrix Explained
A simple way to decide ticket priority based on impact and urgency instead of whoever sounds the loudest.
Priority gets messy when every ticket says urgent. A priority matrix helps the team decide what to handle first based on impact and urgency, not volume.
P1: major business impact
A P1 is a major outage or critical issue affecting a large group, a key system, revenue, safety, security, or a high-risk deadline. Examples include email down for the company, payment systems unavailable, or a serious security incident.
P2: important but contained
A P2 affects a smaller group, a department, or an important workflow, but the entire business is not stopped. It still needs attention, especially if there is no workaround.
P3: routine support
A P3 is normal support work. It matters, but it is not blocking a major operation. Examples include standard access requests, minor software issues, how-to questions, equipment requests, and non-urgent changes.
The best priority question
Ask: what happens if this waits? If people are blocked, customers are affected, security is at risk, or money is on the line, priority goes up. If the work can wait without serious impact, it should not jump the queue.