Tech Help Desk Support (Ticket Priorities)

Hello all,

Just a friendly reminder about ticket priorities and setting them correctly:

• Low = “You should be aware of this and address it at a convenient time.”
• Medium = “I’d like this resolved in a timely manner, but I can work around it for now.”
• High = “This is causing issues and slowing us down, but work can still continue (albeit slowly).”
• Urgent = “This is a complete blocker / Can not work —affecting the wider team and costing us productivity.”

Important: Failure to use priorities correctly can lead to a “crying wolf” scenario, making it harder for us to prioritise effectively. In such cases, we may need to focus on other tasks and tickets first.

Thanks for your support on this.

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Help Desk URL : genia.freshdesk.com 
Tech Support Email: techsupport@genia.co.nz 

The help desk portal has a list of the tickets related to your requests and a history on them as well as updates on current tickets.