ITarian

Ticket Priority Settings

Priority indicates the level of importance. Agents understand the urgency of a ticket with ticket priorities and decide which tickets should be dealt with first. The priority module allows agents to define different ticket priority levels.

• Priority of a ticket is necessary when a client raises a ticket and wants to know which ticket has Low Priority, High Priority, or Emergency Priority to resolve it within the given period. So this will help you to assigning a ticket based upon the priority.

• Click 'Admin Panel' > 'Manage' > 'Priority'
  
  

• Here you can view the added priority levels you can edit them or create a new according to your preferences.
  
  
• Click 'Create ticket priority'
  
  

• Priority - Add a name of the priority in the given box. For example - “Critical, High, Low”
  
  
• Priority Description - Add a short description of the newly created priority.For ex: emergency priority

• Priority Color - Click and choose a color for this priority from the color palette.

• For example - The color green for "low"
  
  
• Status - Select active so that all the features are accessible in the agent and the user panel.If we select inactive users cannot view the ticket priority.
  
  
• Visibility - You can set the visibility to whom you want a priority to be visible.
  
  
• Public - If the visibility is set to Public, it will appear on the client panel, allowing the user to choose the ticket's priority.
  
  
• Private -  If the visibility is set to Private, it will display to the agents and admin.
  
  
• Admin Notes - Here you can enter the notes that you would like to share with Admin/Agent.

• Navigate to Admin Panel > Manage > Priority

• Click on the Edit button to edit the details.

• Navigate to Admin Panel > Manage > Priority >Click 'Delete' which you need to remove
  
  

• A Delete pop-up confirmation will be displayed. Click on the delete button to delete details.