Email Importance Flags and their Impact on Ticket Priority
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…
Managing Priorities in Service Desk
Priorities help teams identify the urgency and impact of incidents or service requests, allowing them to allocate resources effectively and meet customer expectations. In Service Desk, you have the flexibility to customise and define priorities based on your unique business needs. This knowledge base article provides…
