Priority is set manually by agents or automatically via assignment rules based on conditions like customer tier, issue type, or keywords in the ticket subject. Higher priority tickets receive faster first-response and resolution SLA targets.
Zoho Desk workflow rules can set priority automatically. For example, any ticket containing the word ‘outage’ in its subject can be escalated to Urgent priority and assigned to a senior agent without manual intervention.
In agent ticket views, high-priority tickets appear at the top of the queue. This ensures agents focus on the most critical issues first, reducing the risk of breaching SLA commitments with key customers.
Ticket priority is a label (Low, Medium, High, Urgent) that indicates how quickly a ticket needs to be addressed. It drives SLA calculations and helps agents focus on the most critical issues first.
Yes. Workflow rules and assignment rules can automatically set priority based on conditions such as customer plan, ticket subject keywords, or the channel through which the ticket arrived.
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