Customer support / Free editable template

Ticket priority matrix with SLAs template

A priority matrix takes the guesswork out of setting ticket priority. This example crosses three levels of impact with three levels of urgency to give P1 to P4, then sets first response, resolution and update targets for each priority. Matching examples help agents pick the right level, and a note explains when the SLA clock runs around the clock.

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Ticket priority matrix with SLAs example showing an impact by urgency matrix with p1 to p4, response, resolution and update targets, worked examples for each priority
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Define impact and urgency

    Write plain definitions for each level, such as whole company, one team or one user, and work stopped, slowed or able to wait.

  2. Fill the matrix

    Set the priority in each cell, then agree the response and resolution targets you can really meet.

  3. Add examples

    Give agents real examples for each priority from recent tickets and review the matrix after any missed P1.

Questions about this template

Can I change the SLA targets in the table?

Yes. Edit the first response, resolve and update times for each priority, and swap the examples for real tickets your agents will recognise.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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