Managing Priorities
To manage or change the site priority levels, click Administration > Priorities. Use the sliders to adjust the site priority levels.
Site Option
Under Administration > Site Options in the Tickets section, you can set the default priority of new tickets. Each new ticket submitted will default to this priority number.
Setting Rules
There are many options when setting up Rules for Priorities to delegate your tickets.
Go to Administration > Rules and click +Create New Rule in the top right corner.
There are a couple of things you can do from here:
Make a Rule to set a priority level when a specific ticket is created
Schedule a Rule to increase or decrease the priority values on a daily, weekly, monthly, or yearly basis
For example: When creating a rule to increase the priority values daily. You would add a filter for schedules and choose daily. Next, the action will be to increase the number of values to a specified number.
For a more detailed guide on managing rules, please refer to the following Rules Engine article.
Manually Updating Priority
You can manually update priority when working on a ticket. At the top of the ticket, you will see the priority label. Click on the priority label, which will open a pop-up window for you to change the priority level.
You can also use bulk actions to change the priority level of multiple tickets at once. Select the tickets you would like to adjust, click on the other dropdown and select Set Priority from the list.
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Hannah Bailey - Director, Customer Engagement