| What | Ticket priorities provide a way to
categorize tickets based on
urgency and importance
level. |
| Why |
|
| Who |
|
| When | You need ticket
prioritization to
reflect your
company's workflow.
Your team has a
large number of tickets
and
needs to implement
prioritization to ensure
crucial tickets are
updated in
a timely
manner. You're
implementing
Support response-time
standards and will have
different protocols for
different tickets. |
| What | Ticket priorities provide a way to
categorize tickets based on
urgency and importance
level. |
| Why |
|
| Who |
|
| When | You need ticket
prioritization to
reflect your company's
workflow.
Your team has a
large number of tickets
and
needs to implement
prioritization to ensure
crucial tickets are
updated in
a timely manner. You're
implementing
Support response-time
standards and will have
different protocols for
different tickets. |
Before you
start
Create up to six custom
priority levels for your site.
By default, three priority
levels are set: low, medium, high. You
can keep these and add up to three
more,
or remove them and create six
completely
custom priorities instead.
Create a priority
Ticket priorities are created from the
site settings.
- Click your profile image and select Settings.
- Select
the General tab.
- Choose Ticket Priorities in the left navigation menu.
- Click Add priority. This button is only active when there are less than six existing priorities. Otherwise, you'll need to delete or edit and reuse one of those.
- Type the new priority name in the text field.
- Click the Color field to open the color picker and select a color for the new priority.
- Click Confirm to save the
priority.
The new priority is added
to the list of existing priorities.
Assign priority
to a ticket
Apply
priority
levels
to
tickets
based
on
the
urgency
of
the
issue
(or
the
workflow
stage
it's
currently
in).
- Click Tickets from Teamwork
Desk's top navigation bar.
- Click a ticket subject to open that individual ticket thread.
- Select the exclamation
point icon at the top of
the ticket thread.
- Choose a priority level from the dropdown.
Another
option...
Alternatively,
go to
the Ticket
Options section
of the
panel
on the
right side
of
the
ticket.
- Select
the Priority field
and choose a priority
level.
- Click Update.
💡 You can do more with
priorities:
- Bulk
set
priority - apply a
specific priority level to
a
group of tickets in one
go.
- Customer
Portal - allow
customers to
view and edit the priority
of
their
tickets in the Customer
Portal.
Edit a
priority
Ticket priorities are managed
from the site settings.
- Click your profile image and
select Settings.
- Select
the General tab.
- Choose Ticket Priorities in the left navigation menu.
- Hover over the relevant
priority.
- Click the pencil to edit the priority name.
- Next:
- Update the text in the field to update the priority name.
- Click the existing color to view and select a different priority color.
- Click Confirm to
save your
changes.
Delete a
priority
Ticket priorities can be
deleted from site
settings.
- Click your profile image and
select Settings.
- Select
the General tab.
- Choose Ticket
Priorities in the left
navigation menu.
- Hover over the relevant
priority.
- Click the trash can icon.
- Click Delete in the confirmation window.
The priority type is deleted
and any tickets using the
priority are set to no
priority.
Reorder
priorities
Reorder ticket priorities from site
settings.
- Click your profile image and
select Settings.
- Select
the General tab.
- Choose Ticket
Priorities in the left
navigation menu.
- Click and hold the icon to the left of a priority name, then drag the priority to a new position in the list.
💡 The
display order
in the priority settings also
applies to other areas of
Teamwork Desk where priorities
are listed. (Ex. Individual
ticket, bulk
actions menu, filters.)
Best
practices
- Meaningful prioritization: Use
ticket priorities to map your
company's internal prioritization
flow.
- Keep it simple: Just because
you
can have six priorities does not mean
that
you should use all six.
Stick
to what makes sense for your team (and
to
what they'll actually use).
- Share with your team:
Priorities
can only be successful if your team is
using them the same way. When you
implement priorities, make sure to
tell
your team what they are and how/when
to
use them. Do periodic checks to make
sure
everyone is still on the same
page.