.e11 Help Desk Software Manual for customer support & service software
|
Priority is the status established in order of importance or urgency. Using this feature, you can define the level of priority and manage the urgency of a ticket. The priority is based on the numeric value associated with it. The higher the level of priority associated with a ticket, the higher will be its importance. For example, suppose the Normal tickets are in Priority Level 1 and Urgent tickets are in Priority Level 2. Then the normal tickets should be resolved earlier than any other tickets. The priority will be displayed by an icon or label in the Inbox of both clients and representatives as specified by you in the Modify Client Section or Modify Representative Section. In the Figure 11-1-1, the priority is displayed by icon in the Inbox.
To add a priority:
1. Open Ticket Management Configuration page.
2. Click Priority.
3. View Priority Details page opens, as shown in the Figure 11-5-1. This page will show you the priority details, such as Default Priority, Priority Level and Priority Name, with priority icon colors that will be displayed in the Inbox.
Tip: You can also click on from the toolbar to access the View Priority
Details page directly.
Note: Default is the current action taken by software if the user has specified nothing. If no priority is mentioned for a ticket then it will take the default priority as the priority for that ticket.
Note: You can sort the Priority Details by Priority Level and Priority.
4. Click 
to open Add New Priority page. Enter
information in the required fields, as shown in the Figure 11-5-2:
Required Fields |
|
Field |
Description |
|
Priority |
Name for the priority such as Urgent, Important and Ordinary. |
|
Color |
Priority icon is displayed in
this color in the Inbox. Click |
Note: The priority icon for a ticket will be displayed in the Inbox by different colors, as shown in the Figure 11-1-1.
Tip: If you want to give a space in the priority name, you need to use the underscore “_” key.
You can add a priority as numeric value as well, as shown in the Figure 11-5-2.
5. You can also add a brief note about the priority in the Description field, as shown in the Figure 11-5-2.
6. Click 
to save the information.
Example: At times you may need to
treat tickets from certain clients on a priority basis, as they may be your
premium clients. In such a case, you have to assign their ticket a higher
priority or need to create a separate type of priority level for them. To do
so, enter a priority name such as 1 and select a color for the priority icon,
which shall be used to identify the ticket in the Inbox. As shown in the Figure 11-5-2,
you can also write a brief note about it in the description field. Click .
To modify a priority:
1. Open View Priority Details page.
2. Click the Priority to be modified.
3. Modify the information and click 
to save the changes.
To delete a priority:
1. Open View Priority Details page.
2. Check against the Priority to be deleted, as shown in the Figure 11-6-1.
Note: You can also delete the
default priority by clicking on 
.
3. Click 
.
A confirmation box pops-up. Click 
to confirm deletion.
4. A pop-up appears, as shown in the Figure 11-6-2. Select the Priority to which the deleted Priority should be assigned by clicking on it.
to select the color.