Setting ticket Priority

The instructions below are for desktops and laptops only.

Assigning a priority to your tickets helps your team spot and resolve the most urgent issues first. Set or update a ticket’s priority any time to ensure inquiries are handled in the right order and nothing important is missed.

2. Select the correct property.

3. Click Inbox in the top menu.

4. Click Tickets in the left menu.

6. Click the flag icon at the top of the ticket view and choose a priority level from the dropdown. The available levels are:

- Highest

- High

- Medium

- Low

Your choice is saved automatically.

Agents and admins can change a ticket’s priority at any time to reflect new information or a change in urgency.

Filtering by priority helps your team quickly focus on the most urgent conversations:

2. Click Filter, choose Priority. Then, pick the level(s) you want to view.

To learn more about searching and filtering tickets, see this guide:

Searching through Tickets

• Be consistent
  Define clear, shared rules for how your team assigns priority (for example: “Highest = site down / payment failure”, “High = impact to multiple customers”, etc.). Consistency prevents confusion and ensures the right tickets get attention fast.
  
  

• Review priorities regularly
  A ticket’s priority can change as you learn more. Re-check and update priorities before handoffs.
  
  

• Combine priority with other tools
  Use priorities together with ticket tags, assignments, and statuses to organize workflow and handoffs more effectively.
  
  

• Keep visibility in mind
  Even when a ticket is assigned to one agent or department, anyone with access to the Inbox can respond. Ensure priority changes are communicated where needed.

How to create a ticket

Searching through Tickets

Assigning tickets

How to respond to a ticket

Tagging tickets

If you have feedback about this article, or if you need more help:

• Click the green live chat icon

• Schedule a call with us

• Visit our community