Once had a user manually change their ticket to Priority 1, which we used to indicate dozens of people/everyone down, because their M key only worked half the time they pressed it.
I think your ticket system should have had two labels. One for priority (how does this impact your work) and one for scope (how many people does this impact) to arrive at an urgency.
But anyway, that wouldn't stop some users from saying it's a continent wide M key outage stopping all work.