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 :
   
   
   
   
3. 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: