Priority

Applicable editions: Faveo Helpdesk Community and Faveo Servicedesk Community

Is it difficult to categorize your tickets? Well this has been made easy by assigning a priority to each ticket. This module can be used to create ticket priority levels. For example: high, low or emergency, that gives insight to the agent as which tickets should be dealt with first.

To create ticket priority follow these steps: Go to Admin panel> Manage > Priority > Create ticket priority

Name: Provide a name of the priority in the text box (such as “Emergency, High, Low”).

Priority Description: Describe the priority in the text box. (For example: “The highest possible priority”).

Priority Colour: Select a colour for this priority, (for example ‘emergency’ can be given red)

Status & Visibility: Ensure the Status is set to Active so that all the features are accessible in the agent and the client panel. And the Visibility is set to Public so that the new priority will be active and visible in the client portal.

Admin Notes: Here you can enter the notes that you would like to share with Admin/Agent.

Click on Save to proceed.