This is a feature in Customer Support that lets you prioritise your tickets based on your rules.

This article covers:

• Activate and deactivate priority
• Priority best practices

Activate and deactivate priority

1. You'll need Administrator access or Support admin access
2. Click Settings → Customer support → Ticket settings:
   
   
    
3. Click the toggle next to Enable ticket priority to activate. Click it again to deactivate:
   
   

Priority best practices

Available priority levels are;

• Low
• Medium
• High
• Critical

You probably have your own way of prioritising. If you don't, a good starting point is to weigh urgency versus impact:

When priority is active, you can set a priority on each ticket, and the ticket lists get a Priority column and a Priority filter. Click the Priority column header to sort a list by priority: