Priorities are used to indicate the importance/urgency of the ticket. These priorities can be customized according to your organizational conventions.

Watch a Feature Walkthrough 📽:

Add Priority

1. Navigate to Manage >> Priorities from the module switcher.

Note: Only agents with “Manage Priorities” permission can view this section under the “Manage” module.

 

2. Click on the “+” button to add a new priority.

 

3. Add Form will have the below fields to fill

   • Name: Enter the desired name for this priority

   • Description: Lets you add a short description of when a ticket should be moved to this priority.

   • Help text for Agents: Lets you add a help text which gets displayed to the agents on hover in agent panel new ticket form. This will help agents assign the right priority to each ticket.

 

4. On creation, you can view the newly created priority in the table view.

 

Default Priority

In the properties table view, you can set the default priority by clicking on the Make default option you see on hovering the priority row as shown below. This priority will then be used as the default priority for every new incoming tickets.

 

 

Reorder Priority

Ordering of priorities helps you define the display order of your priorities at different places such as ticket priority drop down, ticket list view left pane,  filters/conditions used across the app. You can reorder priority by dragging the priority row down and up.   

Click and drag the icon to reorder

 

Edit/Delete Priority

1. Click on the desired priority and click on edit to modify the properties.

2. To delete, use the “Delete” option in the top right corner.

3. Delete action will not be allowed until the dependencies of this priority in other modules of the app are removed.

 If you are using HappyFox Classic version, refer to the attached document.