Creating and Managing Priorities

Not all support requests are equal. Some tickets might have to be addressed at the earliest, even if it means jumping the queue. With HappyFox, you can assign a priority level for support tickets to mark their importance in the queue.

List of Priorities
List of Priorities

From Low to Critical, there are five different priority levels in your HappyFox account and there is enough room to add as many as you want too. By default, the priority is set to Normal.

Changing Ticket Priority
Changing Ticket Priority

When sifting through tickets, you can change the priority of a ticket by selecting from the drop down in the rich text editor. Ideally, you might want to use smart rules to trigger some action, like alerting a higher up, if a ticket’s priority is changed.

Creating a Priority
Creating a Priority

New priorities can be created from the General Settings page. The process is anything but complicated and you are required to enter only the name of the priority and the order in which it should be listed.

This order number ensures that you have all the oft used priorities are right at the top and the rarely used ones at the bottom. If you are planning to insert the priority some place in the middle of the list, you don’t have to rearrange them all by yourself. Based on the order number you have specified, HappyFox will intelligently reorganize the list for you!