In general, tickets are worked in the order that they enter a queue. But as we all know, sometimes certain issues are more pressing than others and require immediate attention. A “primary server down” alert shouldn’t wait behind a ticket to help the receptionist with his email signature. Similarly, if there are three printer-related tickets in the queue, the one submitted by the CEO should probably be addressed first. In order to allow agents to determine which tickets need to “jump the queue” and which ones can wait their turn, we use Priorities.
Deskware has several Priority Levels already configured. However, you have the ability to customize those levels and add additional levels, if desired.
To get started with Priorities, please see How to Create or Modify Procedures.