✔ Available on
all subscriptions
| 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.
- Select an inbox or subsection from
the left navigation panel.
- Click a ticket subject in the tickets list 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.
⚠️ Any
references to the
deleted priority are also removed
from ticket templates and
triggers. We recommend
reviewing any affected
triggers and updating their
associated priority level to
ensure your workflows are not
disrupted.
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.