---
title: "Creating an Urgent Ticket"
slug: "creating-an-urgent-ticket-1"
updated: 2023-01-06T15:49:51Z
published: 2023-01-06T15:49:51Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.catchpoint.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Creating an Urgent Ticket

**Urgent** tickets are defined as those that affect critical business processes (**[click here](https://docs.catchpoint.com/docs/Urgent-Support-Ticket-Guidelines)** for a list of guidelines).

You can mark a support ticket as urgent in the support portal ticket web form, or by including **“#Urgent”** in the subject of your email to **[support@catchpoint.com](mailto:support@catchpoint.com)**. You can also change the priority of a ticket to Urgent by including **"#Urgent"** in the body when replying to existing tickets. The Catchpoint Support team will do its best to respond to any such issues within 30 minutes. While we will always try to accommodate requests denoted as urgent, we do reserve the right to downgrade priority based on the guidelines set in the aforementioned article. A detailed explanation of each ticket priority level can be found **[here](https://docs.catchpoint.com/docs/Catchpoint-Support-Priority-Descriptions)**.