In Priorities, configure the urgency levels to classify internal support service tickets. This way, your agents can identify the criticality of each ticket. 

Priorities are linked to ticket categories and can be adjusted according to your business needs. Create new priorities or use the default options: Critical, Urgent, Normal, and Low.

⚠️ Attention: Feature available only for Operator and Admin profiles.

How It Works

Go to Support Service > Settings > Ticket Settings > Priorities > Manage.

On the main screen, view the following information:

• Registered priority name;
• Priority color;
• Status (active or not);
• Options to edit and delete.

💡 Tip: Use filters to get specific search results.

Creating a New Priority

1. Go to Support Service > Settings > Ticket Settings > Priorities.

2. Click Manage.

3. Press the New Priority button.

4. Choose a name that represents the urgency level of the ticket. Example: Critical or Very High.

5. Define a color for the priority.

💡 Tip: Use warm colors for higher priority levels. Example: Red for Critical.

6. Save the information.

Done! New priority created successfully.

How to Use the Priority

After registering the priorities, agents can select them when opening or editing tickets. Additionally, you can use them:

• In trigger and SLA contract settings: The priority is available as a filter option in trigger conditions and SLA contract rules.
• In ticket views: The priority can also be displayed as a custom column in ticket views.