Ticket priority downgrade once the initial triage window closes

Outcome. A ticket flagged Urgent at intake automatically steps down to a normal priority if no rep confirms it is genuinely urgent within a short triage window, keeping priority inflation from clogging the queue that real emergencies rely on.

Workflow map Enrollment, branches and actions at a glance tickets-sla-018

flowchart TD
    A[Ticket priority becomes Urgent] --> B[Reset priority_confirmed to false]
    B --> C[Wait 2 hours]
    C --> D{priority_confirmed = true?}
    D -->|yes| E[End - stays Urgent]
    D -->|no| F[Set priority = Medium]
    F --> G[Notify owner of auto-downgrade]
    G --> H[Add to Auto-downgraded priority - review list]

When to use it, when not to

• UseUse it when reps or an automatic keyword match (tickets-sla-002) tend to mark tickets Urgent more often than the team's actual capacity to treat everything as an emergency, and priority inflation is diluting what "Urgent" means.
• UseUse it as a check-and-balance on automatic priority setting, not as a replacement for a rep's judgment; a rep who genuinely confirms urgency keeps the ticket at full priority.
• SkipDo not use it if Urgent is rarely used or already well-disciplined; there is nothing to downgrade.
• SkipDo not use it on a pipeline where "Urgent" already maps to a hard contractual SLA that must not silently soften; check that automatically stepping down priority does not also violate a commitment made elsewhere.