How to Create or Modify Priorities


To create or edit Priorities:

  1. Click the gear icon in the left navigation
  2. Scroll to Tickets and select Priorities


Here is where you’ll see the default priority levels.  You can use the Sort Items button at any time to change the order of the levels. 

To edit any of these existing priority levels, click on the level name and then on the Edit button on the next page. 

To create a new priority level, simply click Add New.  

Either action will take you a page similar to the one below. 

Here you can alter or specify the name of the priority, the color indicator, the arrow icon, and also enable/disable the priority level.  In addition, a brief description can be added so that agents are clear on what this priority means and when it should be used.   

Similar to queues, there is no limit to the number of priorities you can create.  

Please contact Deskware Support at [email protected] if you require additional assistance.