Ticket priority indicates how urgently the ticket needs to be responded to. Prioritizing tickets helps build customer satisfaction and your organization’s reputation as efficient problem solvers

With TxHelpdesk you can prioritize the tickets at different levels - Critical, High, Normal, Low, Very Low
 

TxHelpdesk helps  you to set ticket priorities in different ways

1. User can set the priority in the ticket description page

Open the ticket for which priority has to be set.

At the top of the page, a priority field will be visible, click on the pencil icon. with the help of the dropdown menu choose the priority level and click on the tick 

2. User can set the priority while sending a reply. 

3. User can set priority via Smart rules:

To Add a Smart Rule, follow the steps below:

Click on the Smart Rule icon   in the left sidebar of the TxHelpdesk ticket listing page.

Add a new rule -  click on the icon    in the top right corner of the Smart Rule listing page.

Description of the SmartRule form fields are given below:

Rule Name: The name you would like to give for the SmartRule.

Active: Toggle to activate or deactivate Smart Rule

One Time Execution: One-time execution can be set be on tickets, So it executes the rule only once when the criteria match. Toggle to activate or deactivate Smart Rule

Clauses::  Clause defines the conditions or rules. On what condition do you want to activate this Smart Rule.

1. Match ALL of these conditions: – All aspects of the Rule must be satisfied in order to take the action(s). 

   Select the Attributes with the help of the dropdown menu. You can add the attributes by click on the icon  also can delete the same by  click on the delete icon 

2..Match ANY of these conditions – Only one aspect of the Rule must be satisfied in order to take the action(s).

    Select the Attributes with the help of the dropdown menu. You can add the attributes by click on the icon  also can delete the same by click on the delete icon

Queues: Queues on which this Smart Rule is activated. Click on the Select All button. all the queues will be displayed. Remove the queue where the rule need not be executed, just click on the cross to remove.

Action:  Action to be taken if conditions are matched.

Actions list page

Select the Action with the help of the dropdown menu and set the values. You can add the Action by click on the icon also can delete the same by  click on the delete icon 

Fields marked with * are mandatory

3. Click on ‘Submit’ to add the Smart Rule.

Please refer to the image below as an example to set priorities for tickets via smart rule

In the below image Smart Rule has been set to automatically update the ticket priority as low if the Description of the ticket contains FileUploader. for the queue Support.

Automating these processes can allow the user to spend more time resolving problems.