Setting ticket Priority

The instructions below are for desktops and laptops only.

Assigning a priority level to your support tickets helps your team identify and address the most urgent issues promptly. You can set or update a ticket’s priority anytime to ensure inquiries are handled efficiently and in the right order.

Follow these steps to set ticket priority:

2. Select the correct property.

3. Click Inbox on the top menu.

4. Click Tickets in the left menu.

6. Click the flag icon at the top of the ticket view. Then, select the appropriate priority level from the dropdown menu. Choose one of the following levels:

- Highest
- High
- Medium

- Low

- Lowest

7. Your selection is saved automatically.

Agents and admins can adjust a ticket’s priority as needed, helping teams stay organized and responsive.

To help your team focus on urgent issues, you can filter your tickets by priority:

1. Go to Tickets in your Inbox.

2. Click Filter and select Priority. Then, select the levels you want to view.

This allows you to review tickets based on urgency and prioritize your responses accordingly.

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

Searching through Tickets

• Be consistent
  Set clear guidelines for assigning priorities so your team uses them uniformly.
  
  

• Review regularly
  Priorities may change over time. Review and adjust them as needed to reflect the latest status.
  
  

• Combine with other tools
  Use priorities alongside ticket tags, assignments, and statuses to streamline your workflow.

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