Severity words that mean nothing to agents
Support agents escalate what feels urgent. Risk teams expect criteria tied to funds at risk, regulatory clocks, or customer lockout. When those definitions diverge, dashboards fill with false Sev-1s and real cases wait behind them.
A severity mapping audit forces shared language: what triggers each level, who may raise or lower it, and how that decision is recorded on the ticket. Clarity here cuts noise before you buy another tooling licence.
Write the criteria agents can apply in under thirty seconds. If it needs a committee, it is not a frontline severity rule.