Priority and urgency

A ticket carries two separate signals:

• Priority is a label your team sets: Low, Normal, High or Critical. It changes only when a person, a rule or a macro changes it.

• Urgency is a score from 0 to 100 that the helpdesk works out by itself, again each time the ticket changes, from how long the customer has waited, what they wrote and who they are. It decides the Urgent and High labels in the ticket list.

Priority feeds into urgency. Urgency never changes the priority.

Set the priority#

New tickets start at Normal.

• On a ticket: click the arrow button under the subject, at the left of the agent button, and pick a level.

• On many tickets: select them in the table layout, open More actions in the bar and choose Set priority. See Act on many tickets at once.

• With a rule: for example, set High when the message mentions a broken or leaking item. See Rule conditions and actions.

• With a macro, when the reply you send should also raise or lower it. See Macro actions.

Use priority in a view's filters to build a queue such as "High priority, open", in rule conditions, and as a filter in advanced search. In the table layout, the Priority column can be shown and sorted.

The urgency score#

Every open ticket gets a score, and the score falls into a band:

Admins can move the band edges and change what counts in Workflows > Triage and AI drafts. See Triage and urgency settings.

To work the most pressing tickets first, open Sort and view options above the ticket list and choose Urgency (AI triage).

Why a ticket scored what it did#

Hover over the score at the top right of a ticket, or over the label on a list row, to see every reason with the points it added, how long the customer has waited and when the next reply is due. The reasons the helpdesk looks at:

When the score is held down#

• When your team sent the last message, the ticket is held at Normal at most: the customer is not waiting on you.

• Spam, tickets in the trash and automatic mail such as out-of-office replies are marked as not from a customer and kept Low.

• Snoozed and closed tickets are shown as Low.

The score is worked out by fixed rules, not by a model guessing, so the same ticket always gets the same score and every point has a reason you can read.

Intents and sentiment#

Detecting each message's intent (such as "return request") and sentiment, and showing them on the message, is not built. The closest tools here are the wording reasons in the urgency score, rules that tag tickets from words in the message, and AI Agent skills for drafting. See How rules work and Skills.