Priority says how urgent a ticket is. Your organisation defines its own priorities as an ordered list of priority cases. The higher a case sits, the sooner its tickets are served. Every agent sees these names on badges and in pickers; only admins change them.
How a ticket gets its priority
When a ticket is made, once its queue is decided, and again when a waiting ticket is routed again, the cases with conditions are tried from the top. The first that matches sets the priority. If none matches, the ticket gets Default.
A priority someone sets by hand is kept. Agents set it from the Priority pill in the conversation toolbar, the right-click menu, a macro or the bulk bar.
The priority then does real work:
- It orders the list when you sort by Priority, and orders waiting tickets for assignment. See Assignment policies.
- An SLA policy can target one priority.
- Reports can split volume by priority, and the Priority filter reads it.
Open the list
Open Inbox, then Settings, then Priority. Everyone who can read tickets can open the tab, but changing cases needs permission to manage automation.
New workspaces start with only Default, and a note reads "Every ticket gets Default for now."
Add a priority case
On the Priority tab, select Add priority case.
Name it, for example "VIP" ("Name this priority, e.g. VIP").
Under Applies to, choose queues, or leave it empty to try the case on tickets in every queue.
Under Conditions, add what a ticket must match: the same things a routing rule can read, plus tags the AI agent sent. Leave them empty for a priority that's only ever set by hand.
Optionally open Try it on tickets to check the case against tickets you already have. Nothing is saved or changed.
Save.
The drawer ends with a plain sentence, such as "Tickets in Support get this priority when the customer's plan is premium."
Put them in order
Drag a case, or use its Move up and Move down arrows. The top case is served first. Move Default too; it can be renamed and moved, but not deleted, and it has no conditions or queues.
Delete a case
Select its delete button and confirm. Its tickets move to Default, and SLA policies for it stop applying. You're told how many tickets moved, for example "“VIP” deleted; 12 tickets moved to Default."
Tone in the product
A case's colour follows its place, not its name: the top case is red, other cases above Default are amber, Default is neutral, and cases below it are muted.
See which cases apply to a queue
A queue's page lists Priority cases for this queue, with a link to set them up. See Queues and routing.