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class="c-copy-button__textarea">https://www.helpdesk.com/help/what-are-ticket-priorities/</textarea> </div> </div> </div> </div> </div> </div> <div class="o-wrapper" > <article class="o-container u-Pb-lg" data-controller="sticky-aside" itemscope itemtype="https://schema.org/BlogPosting"> <meta itemprop="mainEntityOfPage" itemscope itemtype="https://schema.org/WebPage" itemid="https://www.helpdesk.com/help/what-are-ticket-priorities/" /> <div class="lg:u-flex u-content-between u-flex-wrap u-Mb-md lg:u-mb-0 " data-target="sticky-aside.flex"> <div class="lg:u-basis-8 u-Pr-2xs"> <h1 itemprop="headline" class="u-Mb-sm md:u-Mb-lg" ><span class="b--u-text-3xl">What are ticket priorities</span></h1> <div class="u-flex u-flex-wrap u-Pb-md md:u-Pb-lg lg:u-Pb-xl"><div class="u-flex u-items-center u-basis-12 md:u-basis-auto u-mr-lg u-mb-lg md:u-mb-0" itemprop="author" itemscope itemtype="https://schema.org/Person"><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_48,h_48,c_fill/hd-help/weronika-masternak.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_96,h_96,c_fill/hd-help/weronika-masternak.png 2x" class="u-w-fit u-mr-md u-ml-0 b--u-rounded-full" width="48"><div itemprop="name">Weronika Masternak</div> </div><div class="u-flex u-items-center u-mr-lg sm:u-mr-xl"> <img src="/help/icons/time.svg" class="u-w-fit u-mr-xs u-ml-0 u--mt-3xs" alt="" width="20"> <span>3 min read</span> </div> <div class="u-flex u-items-center"> <img src="/help/icons/update.svg" class="u-w-fit u-mr-xs u-ml-0 u--mt-3xs" alt="" width="20"> <span itemprop="dateModified">updated: Aug 26, 2022</span> </div> </div> </div> <div class="u-hidden" itemprop="publisher" itemscope itemtype="https://schema.org/Organization"> <span itemprop="name">HelpDesk</span> <div itemprop="logo" itemscope itemtype="https://schema.org/ImageObject"> <img src="/helpdesk.079e50c82e62f243a09908ae8eb083206906b4ba8432d51c72ff9aad3244dcd5.svg" alt="HelpDesk Logo" itemprop="url" /> <meta itemprop="width" content="158" /> <meta itemprop="height" content="29" /> 158 29 </div> </div><aside class="lg:u-basis-4 lg:u-pl-lg c-toc" data-target="sticky-aside.aside" data-action="mouseover->sticky-aside#open mouseout->sticky-aside#close click->sticky-aside#toggle" > <div class="c-toc__wrapper lg:u-py-xl lg:u--my-xl u-bg-white u-border-gray-900" data-target="sticky-aside.wrapper" > <div class="xl:u-pr-xl"> <div class="c-toc__open b--u-text-xs b--u-text-bold u-py-xs u-px-sm u-mr-lg u-bg-gray-900">« CONTENTS</div> <p class="b--u-text-base b--u-text-bold lg:u-pl-lg u-mb-0 u-text-gray-300 u-py-md c-toc__title u-border-t u-border-b u-border-gray-800" id="hc-toc-heading">CONTENTS</p> <nav id="TableOfContents"> <ul> <li><a href="#available-ticket-priority-levels">Available ticket priority levels</a></li> <li><a href="#setting-a-priority-in-the-new-ticket">Setting a priority in the new ticket</a></li> <li><a href="#change-of-priority-in-the-existing-ticket"><strong>Change of priority in the existing ticket</strong></a></li> </ul> </nav> </div> </div> </aside><div class="c-hc-article-content b--u-text-base c-hc-article-content--first c-toc__parent-content u-maxw-8 u-Mt-md lg:u-mt-0 lg:u-basis-8" itemprop="articleBody" data-target="sticky-aside.content"> <p>Ticket priorities are a great way to establish your priority support system. Your team members can use them to categorize issues and add adequate value to them. It has never been so easy to sort out your incoming customers’ cases.</p> <h2 id="available-ticket-priority-levels">Available ticket priority levels<a href="#available-ticket-priority-levels" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/what-are-ticket-priorities/#available-ticket-priority-levels" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>In HelpDesk, there are four priority levels: <strong>Urgent</strong>, <strong>High</strong>, <strong>Medium</strong>, and <strong>Low</strong>, available in all plans.</p> <p>Use them to differentiate incoming requests, and to make it easier for you to decide what to focus on first. The set priority level of a ticket is invisible to your customers.</p> <div class="u-py-2xl u-px-xl u-Mt-sm u-Mb-md u-border-2 b--u-rounded-8 u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Before you start using priorities, think about your own priority support system. Give each of the priority levels a unique meaning so that your team’s decisions are consistent.</div> <div class="md:u-hidden">Before you start using priorities, think about your own priority support system. Give each of the priority levels a unique meaning so that your team’s decisions are consistent.</div> </div> <p>Check <a href="https://www.helpdesk.com/help/how-to-use-filters/">how you can use filters</a> to select tickets with the desired priority value. After filtering out the necessary data, you can <a href="https://www.helpdesk.com/help/what-are-my-views/">save your view</a> thanks to ‘Save view’ button. It gives you quick access to the tickets with the chosen priority level.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1594812553/hd-help/save-view-priorities.png" alt="Saving the view with filtered ticket priority"></p> <p>If you’re expected to maintain the SLA policy, ticket priorities will work perfectly here. By prioritising your ticket, you can get even better results when it comes to response time and ticket resolution time.</p> <h2 id="setting-a-priority-in-the-new-ticket">Setting a priority in the new ticket<a href="#setting-a-priority-in-the-new-ticket" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/what-are-ticket-priorities/#setting-a-priority-in-the-new-ticket" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>If you <a href="https://www.helpdesk.com/help/creating-a-ticket/">create a new ticket manually</a>, you can set the priority from the drop-down list.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1594812594/hd-help/new-ticket-priority-setting.png" alt="Priority setting while creating a new ticket"></p> <h2 id="change-of-priority-in-the-existing-ticket"><strong>Change of priority in the existing ticket</strong><a href="#change-of-priority-in-the-existing-ticket" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/what-are-ticket-priorities/#change-of-priority-in-the-existing-ticket" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>There can be many customer requests, and each of them is important from a business point of view, but not all of them should be urgent. That’s why you can change the ticket’s priority level at any time.</p> <p>You can change the priority of the ticket from the <a href="https://www.helpdesk.com/help/tickets-dashboard-guide/#ticket-list">Ticket list</a> and in the ticket Details.</p> <h3 id="changing-the-ticket-priority-from-the-ticket-list">Changing the ticket priority from the Ticket list<a href="#changing-the-ticket-priority-from-the-ticket-list" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/what-are-ticket-priorities/#changing-the-ticket-priority-from-the-ticket-list" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h3> <p>Select a ticket from the Ticket list, click on the menu on the right, and change the priority.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1594812651/hd-help/changing-priority-ticket-list.png" alt="Changing the priority from Ticket list"></p> <h3 id="changing-the-ticket-priority-in-ticket-info-in-details-section">Changing the ticket priority in Ticket info in Details section<a href="#changing-the-ticket-priority-in-ticket-info-in-details-section" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/what-are-ticket-priorities/#changing-the-ticket-priority-in-ticket-info-in-details-section" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h3> <p>Open the ticket from the Ticket list to see additional information. Go to Details section and change the priority in Ticket info.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1594812683/hd-help/changing-priority-ticket-details-section.png" alt="Changing the priority from the ticket Details section"></p> <div class="u-py-2xl u-px-xl u-Mt-sm u-Mb-md u-border-2 b--u-rounded-8 u-border-accent u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl md:u-basis-2"><img src="/help/icons/tip-2.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">New tickets from email or those created by integration with LiveChat are set as Medium by default. Remember to review new tickets and assign them a value that matches the actual state.</div> <div class="md:u-hidden">New tickets from email or those created by integration with LiveChat are set as Medium by default. Remember to review new tickets and assign them a value that matches the actual state.</div> </div> <meta itemprop="description" content="Ticket priorities are a great way to establish your priority support system. Your team members can use them to categorize issues and add adequate value to them. It has never been..." /> </div> </div> <form action="https://hooks.zapier.com/hooks/catch/4830540/bnxkp62/" name="hc_rating" class="u-My-xl" data-netlify="true" netlify-honeypot="human-test" data-id="14091a64b4c4e9ca386f39af4fe7d4aa" data-controller="rating-form"> <section class="u-text-center u-Mb-md u-bg-gray-900 o-container v--big u-Py-lg"> <h2 class="b--u-text-lg b--u-text-bold u-mb-xl">Was this article helpful?</h2><button type="submit" data-value="form-name=hc_rating&page_id=14091a64b4c4e9ca386f39af4fe7d4aa&title=What+are+ticket+priorities&vote=1" data-vote="1" data-action="click->rating-form#rate" title="yes" class="c-btn u-inline-flex u-items-center u-mx-lg u-px-lg ub v--transparent u-mb-lg md:u-mb-0" > <svg xmlns="http://www.w3.org/2000/svg" class="u-mr-sm" width="24" height="24" viewBox="0 0 24 24"> <g fill="none" fill-rule="evenodd"> <path fill="currentColor" fill-rule="nonzero" d="M2.315 11.685h4v10h-4zM17.114 21.685h-8.8v-10l5.456-8.444a2.418 2.418 0 0 1 2.63-.813l-.694 8.163h3.876a2.1 2.1 0 0 1 2.059 2.5c-.274 1.4-.6 3.068-.809 4.117-.841 4.271-3.718 4.477-3.718 4.477z"/> <path d="M0 0h24v24H0z"/> </g> </svg> <span class="b--u-text-sm">Yes</span> </button> <button type="submit" data-value="form-name=hc_rating&page_id=14091a64b4c4e9ca386f39af4fe7d4aa&title=What+are+ticket+priorities&vote=0" data-vote="0" data-action="click->rating-form#revealMessageInput" title="no" class="c-btn u-inline-flex u-items-center u-mx-lg u-px-lg ub v--transparent" > <svg xmlns="http://www.w3.org/2000/svg" class="u-mr-sm" width="24" height="24" viewBox="0 0 24 24"> <g fill="none" fill-rule="evenodd"> <path fill="currentColor" fill-rule="nonzero" d="M21.685 12.315h-4v-10h4zM6.886 2.315h8.8v10l-5.456 8.444a2.418 2.418 0 0 1-2.634.813l.694-8.163H4.414a2.1 2.1 0 0 1-2.059-2.5c.273-1.4.6-3.068.808-4.117.846-4.271 3.723-4.477 3.723-4.477z"/> <path d="M0 0h24v24H0z"/> </g> </svg> <span class="b--u-text-sm">No</span> </button> </section> <div class="u-text-center o-container u-maxw-6 c-rating-form__feedback" data-target="rating-form.feedback"> <label for="hc_rating_message" class="b--u-text-base u-inline-block u-mb-md">How can we make it better?</label> <br> <textarea name="message" id="hc_rating_message" maxlength="100" class="u-border u-border-black b--u-rounded-4 u-px-lg u-py-md u-mb-lg c-rating-form__message u-text-left" data-target="rating-form.message" required ></textarea> <div class="u-text-right"> <button type="submit" data-value="form-name=hc_rating&page_id=14091a64b4c4e9ca386f39af4fe7d4aa&title=What+are+ticket+priorities&vote=0" data-vote="0" data-action="click->rating-form#rateAndFeedback" title="no" class="c-btn u-px-lg ub v--transparent" data-target="rating-form.submit" disabled > Submit your feedback </button> </div> </div> <div class="u-text-center o-container u-hidden" data-target="rating-form.confirmation0"> <img src="/help/images/ok.gif" alt="" class="u-maxw-1 u-mb-md" width="100"> <h3 class="b--u-text-lg b--u-text-bold u-mb-lg">Got it!</h3> <p class="b--u-text-base">Thanks for your feedback.</p> </div> <div class="u-text-center o-container u-hidden" data-target="rating-form.confirmation1"> <img src="/help/images/thanks.gif" alt="" class="u-maxw-1 u-mb-md" width="100"> <h3 class="b--u-text-lg b--u-text-bold u-mb-lg">Thank you!</h3> <p class="b--u-text-base">We鈥檙e happy to help.</p> </div> </form> <section class="u-Mb-md md:u-Mb-xl"> <h3 class="b--u-text-base b--u-text-bold u-text-gray-300 u-mb-xl">RELATED ARTICLES</h3> <div class="b--o-grid b--o-grid--1 b--md:o-grid--2"><div class="u-P-sm md:u-P-md u-bg-gray-900 u-flex u-flex-col u-justify-between u-flex-wrap"> <div> <h4 class="b--u-text-lg b--u-text-bold u-mb-lg">Inline images</h4> <p class="b--u-text-base u-mb-lg">Learn how to add inline images to your HelpDesk messages and signatures. 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