What are ticket priorities

Weronika Masternak
3 min read
updated: Jul 15, 2020

Ticket priorities are a great way to establish your priority support system. Your team members can use them to categorize issues and add adequate value to them. It has never been so easy to sort out your incoming customers’ cases.

Available ticket priority levels

In HelpDesk, there are four priority levels: Urgent, High, Medium, and Low, available in all plans.

Use them to differentiate incoming requests, and to make it easier for you to decide what to focus on first. The set priority level of a ticket is invisible to your customers.

Before you start using priorities, think about your own priority support system. Give each of the priority levels a unique meaning so that your team’s decisions are consistent.
Before you start using priorities, think about your own priority support system. Give each of the priority levels a unique meaning so that your team’s decisions are consistent.

Check how you can use filters to select tickets with the desired priority value. After filtering out the necessary data, you can save your view thanks to ‘Save view’ button. It gives you quick access to the tickets with the chosen priority level.

Saving the view with filtered ticket priority

If you’re expected to maintain the SLA policy, ticket priorities will work perfectly here. By prioritising your ticket, you can get even better results when it comes to response time and ticket resolution time.

Setting a priority in the new ticket

If you create a new ticket manually, you can set the priority from the drop-down list.

Priority setting while creating a new ticket

Change of priority in the existing ticket

There can be many customer requests, and each of them is important from a business point of view, but not all of them should be urgent. That’s why you can change the ticket’s priority level at any time.

You can change the priority of the ticket from the Ticket list and in the ticket Details.

Changing the ticket priority from the Ticket list

Select a ticket from the Ticket list, click on the menu on the right, and change the priority.

Changing the priority from Ticket list

Changing the ticket priority in Ticket info in Details section

Open the ticket from the Ticket list to see additional information. Go to Details section and change the priority in Ticket info.

Changing the priority from the ticket Details section

New tickets from email or those created by integration with LiveChat are set as Medium by default. Remember to review new tickets and assign them a value that matches the actual state.
New tickets from email or those created by integration with LiveChat are set as Medium by default. Remember to review new tickets and assign them a value that matches the actual state.

Was this article helpful?

Got it!

Thanks for your feedback.

Thank you!

We’re happy to help.

RELATED ARTICLES

Email template

What is an email template? An email template is one of the most important ways for you to personalize communication with your customer.

Read the article

Inline images

Add images to your messages and signature to create brand identity and help your customers better.

Read the article

Try HelpDesk today

Invite your team and explore HelpDesk features for free

14-day free trial Easy setup

Discover our other products