Understand your request priority levels

Updated January 26, 2026 20:23

Request Priority Levels

When you contact Bulbshare Support, every request is assigned a priority level to help us respond in the right order.

Priorities are based on two key factors:

Impact – how much the issue affects your ability to use the platform or meet your deadlines.

Urgency – how soon something needs to happen (for example, a survey launch or results delivery).

This ensures that time-critical or technical issues are handled first, while general or cosmetic requests are managed within standard response times.

Zendesk Priority	Severity Level	Definition	Examples
🔴Urgent	Critical / Time-bound Business Impact	Core functionality is down, or a key deadline (launch or reporting) is due today or within 24 hours . Support on brief launch needed immediately. No viable workaround.	Immediate attention required — the issue is blocking your ability to launch, collect data, or deliver results. 🔹Technical: Platform or login unavailable, survey not collecting, dashboard data not loading, logic failing... 🔹Brief Launch: You need urgent support to launch today.
🟠High	Serious / High Business Impact	A core function is significantly impaired; work can continue but with major disruption. Support on brief launch needed within 2–3 business days.	Significant impact on your work or campaign — progress is slowed but not completely blocked. 🔹Technical: Reports missing data or incentives issues, but partial access still available. 🔹Brief Launch: Preparing to launch later this week and need help with stim uploads, tag creation, linked briefs etc.
🟡 Normal	Moderate Impact	Noticeable disruption but manageable without immediate intervention Support on brief launch needed later than in 3 business days.	Y ou can continue with most tasks or use a workaround while we assist within normal response times. 🔹Support: Onboarding, access, or tagging help without deadline pressure. 🔹Brief Launch: You’re testing or building a brief for a future launch and need advice or checks.
🟢Low	Minor	Non-core function or display issue; minimal operational impact. Support not directly related to an active brief launch.	Minimal impact — informational or visual only. 🔹 Support: General guidance and platform info. 🔹 Brief Launch: General question not tied to a projects.

Understand your request priority levels

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