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How to activate and deactivate ticket priority

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
  2. Click Settings → Customer Support → Ticket fields :

    field.png

  3. Click the toggle to activate:

    priority.png

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:

orders.png

 

 

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Articles in this section

  • Merge tickets in Customer Support
  • Relate to activities in Customer Support tickets
  • How to add Customer Support custom fields
  • How to exclude domains and email from tickets
  • How to assign and unassign Customer Support tickets
  • How to edit Customer Support ticket types
  • How to activate and deactivate ticket priority
  • How to view support tickets related to a company or contact

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