How to Add Custom Priority for Efficient Ticket Handling

Effectively managing ticket priorities is crucial for optimizing response times and maintaining customer satisfaction. While default priorities—Low, Normal, and High—provide a basic framework, they may not always meet your organization's specific needs. Custom priorities allow you to define urgency levels tailored to your workflow, ensuring critical issues receive the attention they deserve.

This guide outlines the steps to create and manage custom priorities in your helpdesk, helping you enhance ticket organization, improve efficiency, and streamline customer support.

Benefits of Custom Ticket Priorities:

• Prioritized Automation: Automate alerts, ticket assignments, and escalations based on custom priority levels to streamline workflows and reduce manual effort.
   

• Better Reporting & Analytics: Track custom priority levels in reports to gain deeper insights into ticket trends and identify recurring high-impact issues.
   

• Stronger Accountability: Assign priority-specific workflows to ensure the right agents handle the most critical issues, leading to faster and more accurate resolutions.

Use Case: A customer support team implements custom ticket priorities to align more effectively with internal workflows. While the default levels—Low, Normal, and High—provide a basic structure, they often fail to capture the urgency of specific situations, such as critical system outages or VIP client requests. To address this, they create custom priorities like “Urgent – VIP” and “System Outage.”

This tailored approach enhances ticket triaging, ensures critical issues are escalated appropriately, and significantly improves response times. The team provides faster and more effective customer service by matching support actions to each ticket's severity and business impact.

How to Add a Custom Priority

Step 1: Access Custom Priority Settings

1. From your dashboard, click Settings, then select User Productivity from the left sidebar.

2. Click on Custom Fields and open the Custom Priority tab.
    

Step 2: Create a New Priority

1. Click the New Priority button.

2. A popup form will appear. Enter the Priority Name and assign a Color Code to distinguish it visually.

3. Click Save to add the new priority to the system.

Step 3: Using Custom Priorities

Once you've created a custom priority, you can apply it from multiple ticket management sections:

• Ticket List Page: Select multiple tickets and update their priority using the Priority option.
  
  
   
• New Ticket Creation Page: Assign a custom priority while creating a new ticket.
  
  
   
• Ticket Details Page: Modify the priority of an existing ticket from its details page.

That’s all about adding custom priorities to the Help Desk. Please contact our support team if you encounter any issues or questions.