Urgency Scoring
Place each ticket on a scale you write, from can-wait to needs-someone-now.
Place each ticket on a scale you write, from can-wait to needs-someone-now.
Business problem
A shared inbox treats a password reset and an outage the same until someone reads them. Priority fields are optional, and customers do not fill them in.
Heimdall solution
Create a Resolve Score question: how quickly does someone need to respond? Describe the levels from low to high. Send the ticket text. Resolve returns a score on that scale, a confidence, the weight on each level, and the legend you wrote.
Business impact
The queue sorts itself. A score between two levels still tells you which way it leans. Low confidence stays in the full result so a person can pull those tickets forward.
How it works
Write the scale
Two to ten levels, ordered from low to high. Example: can wait, soon, needs someone now.
Score each new ticket
POST the message. You get a score that can fall between levels, plus the probability on each level.
Work the top of the scale first
Sort the inbox by score. Use the optional cutoff when you want a person to confirm the ones Resolve is less sure about.
See Heimdall in action
Tell us how your team decides what to answer first
Key benefits
Your words, not a generic priority
The levels match how your team actually works
No labeled history
You do not tag old tickets before the first call
Between the lines
A score can sit between two levels
Legend included
The response repeats what each level means
Pairs with routing
One Resolve picks the queue. Another scores how fast
Same monitoring
Usage shows up on the Resolve and on the workspace dashboard
Related use cases
More scenarios on the use cases hub.
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