Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Priority can drive the order work goes out in, provided something reliable sets it. That last part is the hard bit.
Configure it
- Open Admin Center, then Objects and rules > Omnichannel routing > Routing configuration.
- Set the ordering to priority and timestamp, so priority is weighed first and age within it.
- Save.
Tickets then go out highest priority first, oldest first within each level.
This is one choice for the whole account, not something you vary per queue. Whatever you pick applies to the standard queue and to every custom queue alike.
There is a second ordering, and it matters before you commit to this one: time to SLA breach. That puts the ticket closest to breaching in front rather than the one somebody labelled urgent, which is the honest choice where you have made promises. Everything below is about making priority worth ordering on; if you cannot, that alternative is already there.
Priority has to be set by rules
The configuration is trivial. Making it mean something is not.
If priority comes from customers choosing it on a form, everything is urgent, and routing by priority is routing by who was most annoyed when they wrote. That is worse than routing by age, which at least is fair.
Set it from facts
Build triggers that set priority from things you can verify.
- The customer's contract tier, from an organisation tag.
- The kind of problem, from a category field.
- Whether a system is down, from the form used.
- How long it has waited, raised by an automation.
All of those are checkable. None of them depend on a customer's self-assessment.
Keep the levels meaningful
Four levels only work if they are used differently. If ninety per cent of your tickets are normal and the rest urgent, you have two levels, and pretending otherwise makes reports harder to read than admitting it.
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