Within Teamwork Desk, you can assign a priority level to an individual ticket to indicate the urgency of the issue.
When viewing a list of tickets in the Tickets area, select the checkbox to the left of the ticket(s) you want to update. Once a ticket is selected, an additional menu will appear at the top of the tickets list.
Click the priority icon in the bulk toolbar and select a priority level from the dropdown menu.
You can also change the priority when viewing an individual ticket. At the top of the ticket, select the priority icon and choose a priority from the dropdown.
Alternatively, you can select a new priority via the Ticket Options section of the right sidebar when viewing an individual ticket. Click Update to apply the new priority.
You also have the option to grant permission in your Customer Portal settings to allow customers to view and edit the priority of their tickets.
When this is enabled, the customer will see the priority when viewing the ticket in their customer portal account, with a dropdown allowing them to choose a different option.
For more information, see: Setting up Your Customer Portal