You have three escalated tickets at once. How do you prioritize?
Why This Is Asked
Prioritization under pressure is a daily reality in support queues, and this question filters for candidates who have an actual method versus those who'd just work first-in-first-out and let SLAs slip.
General Approach
State the criteria you'd prioritize by (severity/impact, SLA deadline, whether a workaround exists) before walking through how you'd sequence the three tickets: naming the criteria first shows structured thinking, not just gut feel.
Sample STAR Answer▾
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