Priorities

Priorities are used to rank tickets by their urgency (or other metrics you are using). Our extension comes with three default priorities:

• Low
• Medium
• High

If you think you can create your priority set, you also need to include them in your tickets workflow using the following options:

• Set the initial priority for tickets assigned on their creation at Help Desk MX -> Settings -> General Settings -> Priority for new tickets.

You can also assign different priorities using Workflow Rules, or by setting a reminder for a ticket.

Creating New Priority

To create a new priority, go to the Customers > Help Desk MX > Priorities backend page. Press the button Add New. You will see the following settings:

• Title - Label of the priority.
• Sort Order - sorting order, in which priorities will display at the drop-down selection menu.
• Color - the color of priority label (used for better visualization in a Grid)
• Stores - sets the store's view or views where this priority can be used for ticket workflow.