Ticket Priority Levels
Learn how to correctly select ticket priority and avoid abusing urgent levels
Selecting the correct priority helps us better schedule handling and ensures urgent issues receive rapid response. Please choose the appropriate priority based on the actual impact of the issue.
Priority Levels
Low - General Inquiries
For routine inquiries, feature questions, feedback suggestions, and other non-urgent matters
Expected response: Within 24 hours
Medium - Service Affected
For partial feature issues, unstable connections, configuration difficulties affecting normal use
Expected response: Within 12 hours
High - Service Down
For complete connection failures, account suspensions, data loss, and other critical service interruptions
Expected response: Within 4 hours (priority during business hours)
Important Notice
Do Not Abuse High Priority
- Marking non-urgent issues as high affects other users' legitimate requests
- Repeated misuse of high priority may result in ticket system suspension
- Technical team reserves the right to adjust ticket priority based on actual situation
Violation Handling: If you frequently abuse the high priority feature, we will take progressive actions: first warning, second offense results in 7-day ticket suspension, third offense leads to permanent ticket restriction. Please understand and cooperate to maintain a healthy support environment.