This is a feature in the Customer Support add-on that lets you prioritise your tickets based on your rules.
This article covers:
How to activate/deactivate priority
- You'll need Administrator access
- Click Settings → Customer Support → Ticket fields :
- Click the toggle to activate:
Priority best practices
Available priority levels are;
- No priority
- Low
- Medium
- High
- Critical
You probably have your own way of prioritising but if you don't, a good starting point is to weigh urgency versus Impact:
The tickets are sorted based on their priority in the different ticket lists across Upsales.
The highest prioritised tickets will be shown at the top of the list: