Suppose you’ve noticed that specific tickets are being created with a higher priority (such as Critical) even though your helpdesk’s default priority is set to Medium. In that case, this article explains why and how to manage it.

How this works:

When an email is sent with the "High Importance" flag enabled, the HappyFox mail parser detects this and adjusts the ticket priority accordingly. This built-in feature helps support teams respond more quickly to urgent issues flagged by the sender.

• HappyFox detects the importance flag during email parsing.

• Based on your helpdesk's configuration, the ticket is created with a highest priority than the default.

Note:

• This only applies to tickets created via email channels.

• Default priorities still apply to tickets that don’t include the high-importance flag.