{"id":38197,"date":"2026-10-23T08:28:05","date_gmt":"2026-10-23T08:28:05","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&#038;p=38197"},"modified":"2026-10-23T09:05:04","modified_gmt":"2026-10-23T09:05:04","slug":"helpdesk-priorities","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/docs\/helpdesk-priorities\/","title":{"rendered":"How to setup and manage helpdesk priorities"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"38197\" class=\"elementor elementor-38197\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-45ef933 e-flex e-con-boxed e-con e-parent\" data-id=\"45ef933\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-26781b5 elementor-widget elementor-widget-template\" data-id=\"26781b5\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35544\" class=\"elementor elementor-35544\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00eb9f3 e-flex e-con-boxed e-con e-parent\" data-id=\"00eb9f3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c8b655 elementor-widget elementor-widget-html\" data-id=\"9c8b655\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Standard<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n  <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-917f343 elementor-widget elementor-widget-text-editor\" data-id=\"917f343\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">When several support tickets arrive at once, support\u00a0agents need clear helpdesk priorities to decide which issues to handle first. <\/span><span data-contrast=\"none\">A service outage affecting multiple users requires a different response from a routine account question. <\/span><span data-contrast=\"auto\">Without clear prioritization criteria, critical issues can remain unresolved while support\u00a0agents work on less urgent requests.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Desk365 helps teams manage ticket priorities, automate routine decisions, filter tickets by priority, and track response and resolution targets through\u00a0<\/span><a href=\"https:\/\/www.desk365.io\/sla-management\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Service Level Agreements (SLAs).<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Learn how to assess ticket impact and urgency, set consistent priority criteria, automate priority assignments, and manage critical requests in Desk365.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af254e4 elementor-widget elementor-widget-heading\" data-id=\"af254e4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What are helpdesk priorities and how do they work? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b188d4d elementor-widget elementor-widget-text-editor\" data-id=\"b188d4d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Helpdesk ticket prioritization ranks support requests by their business impact and urgency. It gives support\u00a0agents a consistent way to decide which issues need immediate attention and which can follow the team&#8217;s normal workflow.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Desk365 provides four default priority levels: Low, Medium, High, and Urgent. Each level represents a different degree of importance.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0b36c86 elementor-widget elementor-widget-html\" data-id=\"0b36c86\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\r\n  .priority-table {\r\n    width: 100%;\r\n    border-collapse: collapse;\r\n    font-family: Roboto, Arial, sans-serif;\r\n    border: 1px solid #dfe3f0;\r\n  }\r\n\r\n  .priority-table th,\r\n  .priority-table td {\r\n    padding: 14px 16px;\r\n    border: 1px solid #dfe3f0;\r\n    text-align: left;\r\n    vertical-align: top;\r\n    color: #676A77;\r\n  }\r\n<\/style>\r\n\r\n<table class=\"priority-table\">\r\n  <thead>\r\n    <tr>\r\n      <th>Priority<\/th>\r\n      <th>Description<\/th>\r\n    <\/tr>\r\n  <\/thead>\r\n\r\n  <tbody>\r\n    <tr>\r\n      <td>Urgent<\/td>\r\n      <td>\r\n        A critical issue requires immediate action because it severely\r\n        disrupts essential operations.\r\n      <\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>High<\/td>\r\n      <td>\r\n        A significant issue disrupts work and requires prompt attention,\r\n        but it does not meet the team's criteria for Urgent.\r\n      <\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Medium<\/td>\r\n      <td>\r\n        An issue affects a user\u2019s workflow, but work can continue\r\n        with limited disruption.\r\n      <\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Low<\/td>\r\n      <td>\r\n        A routine request or question has minimal business impact\r\n        and no deadline.\r\n      <\/td>\r\n    <\/tr>\r\n  <\/tbody>\r\n<\/table>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7bf988a elementor-widget elementor-widget-text-editor\" data-id=\"7bf988a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW46545150 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW46545150 BCX0\">Define each priority according to your support commitments, business processes, and the impact of common issues. Clear definitions help agents apply<\/span><span class=\"NormalTextRun SCXW46545150 BCX0\">\u00a0helpdesk<\/span><span class=\"NormalTextRun SCXW46545150 BCX0\"> priorities consistently across tickets.\u00a0<\/span><\/span><span class=\"EOP Selected SCXW46545150 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3fda336 elementor-widget elementor-widget-image\" data-id=\"3fda336\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"782\" height=\"578\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/desk365-helpdesk-priorities-e1792740915167.webp\" class=\"attachment-large size-large wp-image-38202\" alt=\"desk365-helpdesk-priorities\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/desk365-helpdesk-priorities-e1792740915167.webp 782w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/desk365-helpdesk-priorities-e1792740915167-300x222.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/desk365-helpdesk-priorities-e1792740915167-768x568.webp 768w\" sizes=\"(max-width: 782px) 100vw, 782px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c5a6cc9 elementor-widget elementor-widget-heading\" data-id=\"c5a6cc9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to determine the right priority for a ticket <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6556a1c elementor-widget elementor-widget-text-editor\" data-id=\"6556a1c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW248911524 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW248911524 BCX0\">A customer&#8217;s requested priority may not reflect the issue&#8217;s actual impact. Before assigning a priority, <\/span><span class=\"NormalTextRun SCXW248911524 BCX0\">determine<\/span><span class=\"NormalTextRun SCXW248911524 BCX0\"> what the problem prevents the customer from doing, how many users it affects, and whether a workaround is available.<\/span><\/span><span class=\"EOP Selected SCXW248911524 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-87987ae elementor-widget elementor-widget-heading\" data-id=\"87987ae\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Assess the business impact <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b4a7e5 elementor-widget elementor-widget-text-editor\" data-id=\"4b4a7e5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Determine whether the issue interrupts an essential business process, prevents a team from working, or causes only minor inconvenience.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">For example, a problem that prevents a warehouse team from processing orders may have a greater business impact than a report formatting issue. Consider the consequences of delaying action when deciding priority.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-abcf31d elementor-widget elementor-widget-heading\" data-id=\"abcf31d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Check how many contacts are affected <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-14acf99 elementor-widget elementor-widget-text-editor\" data-id=\"14acf99\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Determine whether the issue affects one contact, a team, or multiple departments. A problem affecting many contacts can have a wider impact, but the number of affected contacts\u00a0should not determine priority on its own.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">An issue affecting one person may still require immediate attention if it blocks a critical business process.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2848d97 elementor-widget elementor-widget-heading\" data-id=\"2848d97\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Assess how quickly the issue needs attention <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-64bd9bb elementor-widget elementor-widget-text-editor\" data-id=\"64bd9bb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Some issues can wait for normal queue handling. Others need action before a deadline or business process is disrupted further.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><span data-contrast=\"auto\">Ask whether the customer can continue working while the team investigates the problem. If the issue is time-sensitive, determine what could happen if the team delays its response.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2da6e41 elementor-widget elementor-widget-heading\" data-id=\"2da6e41\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Check for an available workaround <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-18ceebd elementor-widget elementor-widget-text-editor\" data-id=\"18ceebd\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Determine whether the customer can complete the task another way. For example, if a user cannot access one feature but can complete the same task through another supported method, the ticket may not require the same priority as a complete service outage.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">A workaround does not mean the issue is unimportant. It helps the agent understand how much the problem affects the customer while the team works toward a permanent fix.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-510a79a elementor-widget elementor-widget-heading\" data-id=\"510a79a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Best practices for setting helpdesk priorities <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-952484c elementor-widget elementor-widget-text-editor\" data-id=\"952484c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW76080078 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW76080078 BCX0\">A consistent prioritization policy helps agents make faster decisions, reduce unnecessary <\/span><\/span><a class=\"Hyperlink SCXW76080078 BCX0\" href=\"https:\/\/www.desk365.io\/blog\/ticket-escalation-process\/\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun Underlined SCXW76080078 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW76080078 BCX0\" data-ccp-charstyle=\"Hyperlink\">escalations<\/span><\/span><\/a><span class=\"TextRun SCXW76080078 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW76080078 BCX0\">, and focus on the issues that need attention first.<\/span><\/span><span class=\"EOP Selected SCXW76080078 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c39053a elementor-widget elementor-widget-heading\" data-id=\"c39053a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. Define clear criteria for each priority level <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1960d51 elementor-widget elementor-widget-text-editor\" data-id=\"1960d51\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Document what Low, Medium, High, and Urgent mean for your support team. Use examples from common support scenarios to help agents apply the same criteria consistently.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\"> \u00a0<\/span><span data-contrast=\"auto\">Make sure agents know when to request more information before assigning a priority.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ddd1c25 elementor-widget elementor-widget-heading\" data-id=\"ddd1c25\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. Prioritize based on impact and urgency <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ce40ff4 elementor-widget elementor-widget-text-editor\" data-id=\"ce40ff4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Impact and urgency are related, but they are not the same.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Impact is how seriously an issue affects users or business operations.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"15\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Urgency is how quickly the team needs to act to prevent further consequences.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">Use both factors when assessing a ticket. A ticket with high impact but no deadline may not need the same response as one that is about to cause further disruption.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-68b0203 elementor-widget elementor-widget-html\" data-id=\"68b0203\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\r\n  .priority-guidance-table {\r\n    width: 100%;\r\n    border-collapse: collapse;\r\n    font-family: Roboto, Arial, sans-serif;\r\n    border: 1px solid #dfe3f0;\r\n  }\r\n\r\n  .priority-guidance-table th,\r\n  .priority-guidance-table td {\r\n    padding: 14px 16px;\r\n    border: 1px solid #dfe3f0;\r\n    text-align: left;\r\n    vertical-align: top;\r\n    color: #676A77;\r\n  }\r\n<\/style>\r\n\r\n<table class=\"priority-guidance-table\">\r\n  <thead>\r\n    <tr>\r\n      <th>Business impact<\/th>\r\n      <th>Urgency<\/th>\r\n      <th>Suggested priority and action<\/th>\r\n    <\/tr>\r\n  <\/thead>\r\n\r\n  <tbody>\r\n    <tr>\r\n      <td>Critical disruption affecting essential operations<\/td>\r\n      <td>Immediate<\/td>\r\n      <td>\r\n        <strong>Urgent:<\/strong> Begin investigating immediately.\r\n      <\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Significant disruption affecting work<\/td>\r\n      <td>Prompt<\/td>\r\n      <td>\r\n        <strong>High:<\/strong> Address the issue within the applicable SLA.\r\n      <\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Limited disruption with a reasonable workaround<\/td>\r\n      <td>Routine<\/td>\r\n      <td>\r\n        <strong>Medium:<\/strong> Handle in queue order within the applicable SLA.\r\n      <\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Minimal impact<\/td>\r\n      <td>No deadline<\/td>\r\n      <td>\r\n        <strong>Low:<\/strong> Handle after higher-priority tickets.\r\n      <\/td>\r\n    <\/tr>\r\n  <\/tbody>\r\n<\/table>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d569d06 elementor-widget elementor-widget-text-editor\" data-id=\"d569d06\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW181831525 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW181831525 BCX0\">Use this table as a starting point and adapt it to your team\u2019s support plans.<\/span><span class=\"NormalTextRun SCXW181831525 BCX0\"> If a ticket <\/span><span class=\"NormalTextRun SCXW181831525 BCX0\">doesn\u2019t<\/span><span class=\"NormalTextRun SCXW181831525 BCX0\"> fit neatly, for example a critical issue with no deadline or a minor issue with a hard deadline, use your judgment and choose the priority that matches the real consequences of delay. Document these <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW181831525 BCX0\">exceptions<\/span><span class=\"NormalTextRun SCXW181831525 BCX0\"> so agents know when an issue needs a different priority.<\/span><\/span><span class=\"EOP Selected SCXW181831525 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-569fef6 elementor-widget elementor-widget-heading\" data-id=\"569fef6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. Avoid marking every issue as Urgent <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-062d6c2 elementor-widget elementor-widget-text-editor\" data-id=\"062d6c2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW59582202 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW59582202 BCX0\">When too many tickets receive Urgent priority, agents lose <\/span><span class=\"NormalTextRun SCXW59582202 BCX0\">a clear way<\/span><span class=\"NormalTextRun SCXW59582202 BCX0\"> to distinguish critical issues from routine requests. Reserve Urgent for tickets that meet your team&#8217;s criteria for immediate action.<\/span><\/span><span class=\"EOP Selected SCXW59582202 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f49ccc4 elementor-widget elementor-widget-heading\" data-id=\"f49ccc4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">4. Automate repeatable prioritization decisions <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0bad2ff elementor-widget elementor-widget-text-editor\" data-id=\"0bad2ff\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Desk365 automation rules can assign ticket priority when defined conditions are met. Use them for recurring scenarios that your team can classify consistently.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Define conditions that reflect your support policy and test the rule against different ticket scenarios before enabling it. Avoid relying on keywords such as \u201curgent\u201d or \u201ccritical\u201d alone because the wording may not reflect the issue&#8217;s actual impact.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">For setup instructions, see <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/configuring-automation-rules-to-run-on-ticket-creation\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Configuring automation rules to run on ticket creation<\/span><\/a><span data-contrast=\"auto\">.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-38f2022 elementor-widget elementor-widget-heading\" data-id=\"38f2022\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">5. Align priorities with SLA targets <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8746c37 elementor-widget elementor-widget-text-editor\" data-id=\"8746c37\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Configure <\/span><a href=\"https:\/\/www.desk365.io\/blog\/5-lessons-to-hit-sla-targets-every-month\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">response and resolution targets<\/span><\/a><span data-contrast=\"auto\"> that reflect the urgency of each priority. Make sure agents know which SLA applies to each ticket and review tickets approaching their deadlines.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Priority and SLA status are different. A High-priority ticket may still be within its target, while a lower-priority ticket may be approaching a deadline<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">For setup instructions, see <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/how-to-configure-slas-and-apply-them-to-tickets\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Configure SLAs and apply them to tickets<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ddd8df elementor-widget elementor-widget-heading\" data-id=\"7ddd8df\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">6. Reassess priority when the situation changes <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-63efea1 elementor-widget elementor-widget-text-editor\" data-id=\"63efea1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">A ticket&#8217;s priority may change as the team learns more about the issue. A Medium-priority problem may become High if more users report the same failure. A High-priority issue may become less urgent if the team identifies a reliable workaround.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Ask agents to reassess priority when the issue&#8217;s impact, scope, or urgency changes.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">This keeps the priority level useful throughout the ticket lifecycle. If you want to automate actions when an existing ticket changes, see <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/configuring-automation-rules-to-run-on-ticket-updates\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Configuring automation rules to run on ticket updates<\/span><\/a><span data-contrast=\"auto\">.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e7aba96 elementor-widget elementor-widget-heading\" data-id=\"e7aba96\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">7. Establish an escalation process <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b501f2a elementor-widget elementor-widget-text-editor\" data-id=\"b501f2a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW98851656 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW98851656 BCX0\">Define when agents should involve a senior team member, notify a manager, or transfer an issue to another support group. Specify who owns the escalation and what action they should take.<\/span><\/span><span class=\"EOP Selected SCXW98851656 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-55efcef elementor-widget elementor-widget-heading\" data-id=\"55efcef\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to automate ticket prioritization in Desk365 <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d46d32b elementor-widget elementor-widget-text-editor\" data-id=\"d46d32b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Use a ticket creation automation rule to assign priority when an incoming ticket meets specific conditions.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">To configure a ticket creation automation rule:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><ol><li><span data-contrast=\"auto\">Sign in to Desk365 as an admin or an agent with permission to manage automation rules.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Go to Settings &gt; Productivity &gt; Automation.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Open the Ticket Creation tab.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Select Create New Rule.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Add the conditions that determine when the rule should run.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Add the Set Priority action and select the priority to apply.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-37c9036 elementor-widget elementor-widget-image\" data-id=\"37c9036\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"559\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/setting-up-helpdesk-priority-via-automation-1024x559.webp\" class=\"attachment-large size-large wp-image-38210\" alt=\"setting-up-helpdesk-priority-via-automation\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/setting-up-helpdesk-priority-via-automation-1024x559.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/setting-up-helpdesk-priority-via-automation-300x164.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/setting-up-helpdesk-priority-via-automation-768x419.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/setting-up-helpdesk-priority-via-automation.webp 1282w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-edcacdc elementor-widget elementor-widget-text-editor\" data-id=\"edcacdc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Save the rule and test it against representative ticket scenarios. Confirm that it assigns the expected priority and does not conflict with other automation rules before enabling it for incoming tickets.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">For more examples and configuration details, see <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/configuring-automation-rules-to-run-on-ticket-creation\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Configuring automation rules to run on ticket creation<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8e79533 elementor-widget elementor-widget-heading\" data-id=\"8e79533\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to manage high-priority tickets in Desk365 <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-734ec5f elementor-widget elementor-widget-text-editor\" data-id=\"734ec5f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">After assigning priorities, agents need a quick way to find tickets that require attention. Filtering the ticket list by priority helps them focus on those requests.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">To find t<\/span><span data-contrast=\"auto\">ickets by priority:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><ol><li><span data-contrast=\"auto\">Open the Agent Portal.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Go to the Tickets List.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Select Filters.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Choose Priority and select the required level.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Apply the filter to view matching tickets.<\/span><\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9d7604e elementor-widget elementor-widget-image\" data-id=\"9d7604e\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"281\" height=\"465\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/filtering-ticket-list-by-priority.webp\" class=\"attachment-large size-large wp-image-38211\" alt=\"filtering-ticket-list-by-priority\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/filtering-ticket-list-by-priority.webp 281w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/filtering-ticket-list-by-priority-181x300.webp 181w\" sizes=\"(max-width: 281px) 100vw, 281px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2368e12 elementor-widget elementor-widget-text-editor\" data-id=\"2368e12\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Use the Priority filter to review Urgent and High-priority tickets. Combine it with filters for ticket status, assigned group, or SLA status to identify requests that need attention.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">For detailed instructions, see <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/filter-your-tickets-in-the-agent-portal\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Filter your tickets with Desk365<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-daf801e elementor-widget elementor-widget-heading\" data-id=\"daf801e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Create a custom view for priority-based ticket management <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-763d1c5 elementor-widget elementor-widget-text-editor\" data-id=\"763d1c5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW16099963 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW16099963 BCX0\">If your team reviews tickets using the same criteria, make a custom view to save time.<\/span><span class=\"NormalTextRun SCXW16099963 BCX0\"> For example, a view for open High and Urgent tickets can give agents a consistent starting point for daily reviews.<\/span><\/span><span class=\"EOP Selected SCXW16099963 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c6ef838 elementor-widget elementor-widget-image\" data-id=\"c6ef838\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"481\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/creating-a-custom-view-based-on-ticket-priority-in-desk365-1024x481.webp\" class=\"attachment-large size-large wp-image-38212\" alt=\"\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/creating-a-custom-view-based-on-ticket-priority-in-desk365-1024x481.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/creating-a-custom-view-based-on-ticket-priority-in-desk365-300x141.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/creating-a-custom-view-based-on-ticket-priority-in-desk365-768x361.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/creating-a-custom-view-based-on-ticket-priority-in-desk365.webp 1299w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7494dd4 elementor-widget elementor-widget-text-editor\" data-id=\"7494dd4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW116212992 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW116212992 BCX0\">To learn how to create and manage these views, see <\/span><\/span><a class=\"Hyperlink SCXW116212992 BCX0\" href=\"https:\/\/help.desk365.io\/en\/articles\/create-custom-ticket-views\/\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun Underlined SCXW116212992 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW116212992 BCX0\" data-ccp-charstyle=\"Hyperlink\">Create custom views for tickets in Desk365<\/span><\/span><\/a><span class=\"TextRun SCXW116212992 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW116212992 BCX0\">.<\/span><\/span><span class=\"EOP Selected SCXW116212992 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bfc7a33 elementor-widget elementor-widget-heading\" data-id=\"bfc7a33\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How SLAs support ticket prioritization <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b87129 elementor-widget elementor-widget-text-editor\" data-id=\"4b87129\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Ticket priorities help agents decide which issues need attention first. SLAs define the response and resolution targets that apply to those tickets.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">For example, an Urgent ticket may have a shorter response target than a Low-priority ticket. If an issue becomes more serious, review its priority and confirm that the applicable SLA still reflects the situation.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Assigning Urgent priority does not guarantee immediate resolution. Agents still need to investigate the issue and follow the applicable support process.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-32190b2 elementor-widget elementor-widget-image\" data-id=\"32190b2\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"317\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/sla-and-helpdesk-priorities-in-desk365-1024x317.webp\" class=\"attachment-large size-large wp-image-38213\" alt=\"sla-and-helpdesk-priorities-in-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/sla-and-helpdesk-priorities-in-desk365-1024x317.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/sla-and-helpdesk-priorities-in-desk365-300x93.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/sla-and-helpdesk-priorities-in-desk365-768x238.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/sla-and-helpdesk-priorities-in-desk365.webp 1285w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c1bb1b4 elementor-widget elementor-widget-text-editor\" data-id=\"c1bb1b4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW41916589 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW41916589 BCX0\">For configuration instructions, see<\/span> <\/span><a class=\"Hyperlink SCXW41916589 BCX0\" href=\"https:\/\/help.desk365.io\/en\/articles\/how-to-configure-slas-and-apply-them-to-tickets\/\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun Underlined SCXW41916589 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW41916589 BCX0\" data-ccp-charstyle=\"Hyperlink\">Configure SLAs and apply them to tickets<\/span><\/span><\/a><span class=\"TextRun SCXW41916589 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW41916589 BCX0\">.<\/span><\/span><span class=\"EOP Selected SCXW41916589 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-466253a elementor-widget elementor-widget-heading\" data-id=\"466253a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Common ticket prioritization mistakes to avoid <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d02e413 elementor-widget elementor-widget-text-editor\" data-id=\"d02e413\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW33912335 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW33912335 BCX0\">Even a clear prioritization policy can fail when agents apply it inconsistently or overlook changes in ticket impact.<\/span><\/span><span class=\"EOP Selected SCXW33912335 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d95437f elementor-widget elementor-widget-html\" data-id=\"d95437f\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\r\n  .priority-mistakes-table {\r\n    width: 100%;\r\n    border-collapse: collapse;\r\n    font-family: Roboto, Arial, sans-serif;\r\n    border: 1px solid #dfe3f0;\r\n  }\r\n\r\n  .priority-mistakes-table th,\r\n  .priority-mistakes-table td {\r\n    padding: 14px 16px;\r\n    border: 1px solid #dfe3f0;\r\n    text-align: left;\r\n    vertical-align: top;\r\n    color: #676A77;\r\n  }\r\n<\/style>\r\n\r\n<table class=\"priority-mistakes-table\">\r\n  <thead>\r\n    <tr>\r\n      <th>Mistake<\/th>\r\n      <th>How to avoid it<\/th>\r\n    <\/tr>\r\n  <\/thead>\r\n\r\n  <tbody>\r\n    <tr>\r\n      <td>Treating every customer escalation as Urgent<\/td>\r\n      <td>\r\n        Assess the actual impact and urgency before assigning a helpdesk priority.\r\n      <\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Assigning priority based only on the customer's wording<\/td>\r\n      <td>\r\n        Review the issue details, affected users, and available workarounds.\r\n      <\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Using different criteria across agents<\/td>\r\n      <td>\r\n        Document priority definitions and review examples with the team.\r\n      <\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Setting up automation without testing it<\/td>\r\n      <td>\r\n        Test rules against different scenarios and check for conflicting conditions.\r\n      <\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Leaving outdated priorities unchanged<\/td>\r\n      <td>\r\n        Reassess priority when the issue's impact or circumstances change.\r\n      <\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Reviewing priority without checking SLA deadlines<\/td>\r\n      <td>\r\n        Consider both the ticket's importance and the time remaining before its applicable target.\r\n      <\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Escalating tickets without clear ownership<\/td>\r\n      <td>\r\n        Define who receives escalations and what action they should take.\r\n      <\/td>\r\n    <\/tr>\r\n  <\/tbody>\r\n<\/table>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e01aa34 elementor-widget elementor-widget-text-editor\" data-id=\"e01aa34\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW14737932 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW14737932 BCX0\">Review these practices regularly, especially when your team introduces new services, changes its support commitments, or sees an increase in ticket volume.<\/span><\/span><span class=\"EOP Selected SCXW14737932 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ec5469e elementor-widget elementor-widget-heading\" data-id=\"ec5469e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Related articles<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1673a16 elementor-widget elementor-widget-text-editor\" data-id=\"1673a16\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/priority-field-in-ticket-forms\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Managing the priority field in ticket forms<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/configuring-automation-rules-to-run-on-ticket-creation\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Configuring automation rules to run on ticket creation<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/configuring-automation-rules-to-run-on-ticket-updates\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Configuring automation rules to run on ticket updates<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/how-to-configure-slas-and-apply-them-to-tickets\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Configure SLAs and apply them to tickets<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/filter-your-tickets-in-the-agent-portal\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Filter your tickets with Desk365<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/create-custom-ticket-views\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Create custom views for tickets in Desk365<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-47cc827 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"47cc827\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d71ce93\" data-id=\"d71ce93\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-dcf8337 elementor-widget elementor-widget-heading\" data-id=\"dcf8337\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Frequently Asked Questions<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e9914c2 pricing__faq elementor-widget elementor-widget-toggle\" data-id=\"e9914c2\" data-element_type=\"widget\" data-widget_type=\"toggle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-toggle\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2441\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-2441\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">How do you set helpdesk priorities? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2441\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-2441\"><p><span class=\"TextRun SCXW146644110 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW146644110 BCX0\">Set helpdesk priorities by assessing each ticket\u2019s business impact, urgency, number of affected users, and available workarounds. Use consistent criteria to assign Low, Medium, High, or Urgent priority, and review the priority when the issue\u2019s impact or urgency changes.<\/span><\/span><span class=\"EOP Selected SCXW146644110 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2442\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-2442\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">What is the difference between impact and urgency in ticket prioritization? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2442\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-2442\"><p><span class=\"TextRun SCXW246042819 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW246042819 BCX0\">Impact measures how seriously an issue affects users or business operations. Urgency measures how quickly the support team needs to act. Consider both factors when assigning a ticket priority.<\/span><\/span><span class=\"EOP Selected SCXW246042819 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2443\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-2443\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">What is the difference between High and Urgent ticket priority? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2443\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-2443\"><p><span class=\"TextRun SCXW53552191 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW53552191 BCX0\">High priority applies to significant issues that need <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW53552191 BCX0\">prompt<\/span><span class=\"NormalTextRun SCXW53552191 BCX0\"> attention. Urgent priority applies to critical issues that require immediate action because of their severity or business impact. Define clear criteria for both levels so agents can apply them consistently.<\/span><\/span><span class=\"EOP Selected SCXW53552191 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2444\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-2444\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Can Desk365 automatically assign ticket priorities? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2444\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-2444\"><p><span class=\"TextRun SCXW84646949 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW84646949 BCX0\">Yes. Desk365 automation rules support the Set Priority action when a ticket meets the conditions defined in the rule. See <\/span><\/span><a class=\"Hyperlink SCXW84646949 BCX0\" href=\"https:\/\/help.desk365.io\/en\/articles\/configuring-automation-rules-to-run-on-ticket-creation\/\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun Underlined SCXW84646949 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW84646949 BCX0\" data-ccp-charstyle=\"Hyperlink\">Configuring automation rules to run on ticket creation<\/span><\/span><\/a><span class=\"TextRun SCXW84646949 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW84646949 BCX0\">.<\/span><\/span><span class=\"EOP Selected SCXW84646949 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2445\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-2445\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">How do priorities affect SLAs in Desk365? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2445\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-2445\"><p><span class=\"TextRun SCXW42773841 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW42773841 BCX0\">Your SLA configuration can define different response and resolution targets for different priority levels. Review the applicable targets when assigning or changing a ticket&#8217;s priority. See <\/span><\/span><a class=\"Hyperlink SCXW42773841 BCX0\" href=\"https:\/\/help.desk365.io\/en\/articles\/how-to-configure-slas-and-apply-them-to-tickets\/\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun Underlined SCXW42773841 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW42773841 BCX0\" data-ccp-charstyle=\"Hyperlink\">Configure SLAs and apply them to tickets<\/span><\/span><\/a><span class=\"TextRun SCXW42773841 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW42773841 BCX0\">.<\/span><\/span><span class=\"EOP Selected SCXW42773841 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2446\" class=\"elementor-tab-title\" data-tab=\"6\" role=\"button\" aria-controls=\"elementor-tab-content-2446\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Should agents change a ticket's priority after creation? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2446\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"6\" role=\"region\" aria-labelledby=\"elementor-tab-title-2446\"><p><span class=\"TextRun SCXW71086056 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW71086056 BCX0\">Yes. Agents should reassess priority when <\/span><span class=\"NormalTextRun SCXW71086056 BCX0\">new information<\/span><span class=\"NormalTextRun SCXW71086056 BCX0\"> changes an issue&#8217;s impact or urgency. For example, an issue may require a higher priority if it begins blocking a critical business process.<\/span><\/span><span class=\"EOP Selected SCXW71086056 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2447\" class=\"elementor-tab-title\" data-tab=\"7\" role=\"button\" aria-controls=\"elementor-tab-content-2447\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">How can agents find Urgent tickets in Desk365? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2447\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"7\" role=\"region\" aria-labelledby=\"elementor-tab-title-2447\"><p><span class=\"TextRun SCXW175436190 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW175436190 BCX0\">Agents can filter the Tickets List in the Agent Portal by Priority and select Urgent. For detailed instructions, see <\/span><\/span><a class=\"Hyperlink SCXW175436190 BCX0\" href=\"https:\/\/help.desk365.io\/en\/articles\/filter-your-tickets-in-the-agent-portal\/\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun Underlined SCXW175436190 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW175436190 BCX0\" data-ccp-charstyle=\"Hyperlink\">Filter your tickets with Desk365<\/span><\/span><\/a><span class=\"TextRun SCXW175436190 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW175436190 BCX0\">.<\/span><\/span><span class=\"EOP Selected SCXW175436190 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<script type=\"application\/ld+json\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"FAQPage\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"How do you set helpdesk priorities?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW146644110 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW146644110 BCX0\\\">Set helpdesk priorities by assessing each ticket\\u2019s business impact, urgency, number of affected users, and available workarounds. Use consistent criteria to assign Low, Medium, High, or Urgent priority, and review the priority when the issue\\u2019s impact or urgency changes.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW146644110 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"What is the difference between impact and urgency in ticket prioritization?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW246042819 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW246042819 BCX0\\\">Impact measures how seriously an issue affects users or business operations. Urgency measures how quickly the support team needs to act. Consider both factors when assigning a ticket priority.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW246042819 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"What is the difference between High and Urgent ticket priority?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW53552191 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW53552191 BCX0\\\">High priority applies to significant issues that need <\\\/span><span class=\\\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW53552191 BCX0\\\">prompt<\\\/span><span class=\\\"NormalTextRun SCXW53552191 BCX0\\\"> attention. Urgent priority applies to critical issues that require immediate action because of their severity or business impact. Define clear criteria for both levels so agents can apply them consistently.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW53552191 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"Can Desk365 automatically assign ticket priorities?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW84646949 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW84646949 BCX0\\\">Yes. Desk365 automation rules support the Set Priority action when a ticket meets the conditions defined in the rule. See <\\\/span><\\\/span><a class=\\\"Hyperlink SCXW84646949 BCX0\\\" href=\\\"https:\\\/\\\/help.desk365.io\\\/en\\\/articles\\\/configuring-automation-rules-to-run-on-ticket-creation\\\/\\\" target=\\\"_blank\\\" rel=\\\"noopener\\\"><span class=\\\"TextRun Underlined SCXW84646949 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"none\\\"><span class=\\\"NormalTextRun SCXW84646949 BCX0\\\" data-ccp-charstyle=\\\"Hyperlink\\\">Configuring automation rules to run on ticket creation<\\\/span><\\\/span><\\\/a><span class=\\\"TextRun SCXW84646949 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW84646949 BCX0\\\">.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW84646949 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"How do priorities affect SLAs in Desk365?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW42773841 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW42773841 BCX0\\\">Your SLA configuration can define different response and resolution targets for different priority levels. Review the applicable targets when assigning or changing a ticket&#8217;s priority. See <\\\/span><\\\/span><a class=\\\"Hyperlink SCXW42773841 BCX0\\\" href=\\\"https:\\\/\\\/help.desk365.io\\\/en\\\/articles\\\/how-to-configure-slas-and-apply-them-to-tickets\\\/\\\" target=\\\"_blank\\\" rel=\\\"noopener\\\"><span class=\\\"TextRun Underlined SCXW42773841 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"none\\\"><span class=\\\"NormalTextRun SCXW42773841 BCX0\\\" data-ccp-charstyle=\\\"Hyperlink\\\">Configure SLAs and apply them to tickets<\\\/span><\\\/span><\\\/a><span class=\\\"TextRun SCXW42773841 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW42773841 BCX0\\\">.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW42773841 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"Should agents change a ticket's priority after creation?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW71086056 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW71086056 BCX0\\\">Yes. Agents should reassess priority when <\\\/span><span class=\\\"NormalTextRun SCXW71086056 BCX0\\\">new information<\\\/span><span class=\\\"NormalTextRun SCXW71086056 BCX0\\\"> changes an issue&#8217;s impact or urgency. For example, an issue may require a higher priority if it begins blocking a critical business process.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW71086056 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"How can agents find Urgent tickets in Desk365?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW175436190 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW175436190 BCX0\\\">Agents can filter the Tickets List in the Agent Portal by Priority and select Urgent. For detailed instructions, see <\\\/span><\\\/span><a class=\\\"Hyperlink SCXW175436190 BCX0\\\" href=\\\"https:\\\/\\\/help.desk365.io\\\/en\\\/articles\\\/filter-your-tickets-in-the-agent-portal\\\/\\\" target=\\\"_blank\\\" rel=\\\"noopener\\\"><span class=\\\"TextRun Underlined SCXW175436190 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"none\\\"><span class=\\\"NormalTextRun SCXW175436190 BCX0\\\" data-ccp-charstyle=\\\"Hyperlink\\\">Filter your tickets with Desk365<\\\/span><\\\/span><\\\/a><span class=\\\"TextRun SCXW175436190 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW175436190 BCX0\\\">.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW175436190 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\\\">\\u00a0<\\\/span><\\\/p>\"}}]}<\/script>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":17830,"menu_order":11,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-38197","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/38197","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=38197"}],"version-history":[{"count":18,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/38197\/revisions"}],"predecessor-version":[{"id":38221,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/38197\/revisions\/38221"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/17830"}],"prev":[{"title":"Configuring scheduled ticket exports in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/scheduled-ticket-exports\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/30469"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=38197"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=38197"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}