Article Type: Internal Process Audience: Support Agents Visibility: Internal Only
What Makes a Ticket Urgent
A ticket is urgent when the customer has a genuine time-critical need and a delay in our response would cause them a significant problem. Common examples:
- A sign is needed for an event, opening ceremony, or official occasion within the next 1–3 days
- An order has been misdelivered or returned and the customer needs it urgently re-sent
- A B2B customer has a deadline linked to their own customer or a contractual obligation
- A production error has been discovered on a high-value order already in production
How to Identify Urgent Tickets
Look for:
- Words like "urgent", "ASAP", "haster" (NO), "dringend" (DE), "urgent" (FR/ES), "kiireellinen" (FI) in the subject line or message
- A specific deadline or event date mentioned by the customer
- Multiple follow-up messages on the same ticket within a short time
Max will also flag these in the agent procedure section of the internal note where possible.
How to Handle Urgent Tickets
- Respond the same day — do not let urgent tickets sit overnight
- Check the order status in Signadmin immediately — is it in production, dispatched, paused?
- Be honest with the customer about what is realistically possible — do not overpromise
- Consider prioritized manufacturing if the order has not yet entered production — see Prioritized Manufacturing in Delivery & Production
- Consider express shipping (DHL Express) if the order is near dispatch — see Express Delivery in Delivery & Production
- Escalate to Team Lead if you cannot find a solution within standard options
What We Can and Cannot Offer
| Customer request | What we can do |
|---|---|
| Faster production | Offer prioritized manufacturing (if available and not yet in production) |
| Next-day delivery | Only possible in some markets with express shipping — check availability |
| Customer collection at Landvetter | Yes — notify customer when order is ready |
| Guaranteed delivery date | We cannot guarantee specific delivery dates — be honest about this |
Communication Tone for Urgent Tickets
Always acknowledge the urgency directly. Do not send a generic reply. Example opening for an urgent UK ticket:
“Good day and thank you for your message. I understand that your deadline is approaching, and I will review your order immediately.”
For tone and language per market see Tone of Voice articles in Section 1.4.