Identify Urgent Tickets and Respond Faster with Priority Levels

🟩 1. What Are Ticket Priorities?

Ticket Priorities help you classify how urgent a ticket is.

Zoho Desk provides four standard priorities:

• High

• Medium

• Low

• Urgent (optional/custom)

Priorities = How fast a ticket needs attention.

🟩 2. Why Ticket Priorities Are Important

• Helps agents focus on urgent issues

• Prevents SLA breaches

• Improves customer satisfaction

• Ensures critical issues are handled first

• Enables priority‑based automation

• Essential for Service, Warranty, Billing & E‑commerce workflows

🟩 3. Default Priority Levels Explained

✔ High Priority

Serious issues needing immediate attention. Examples:

• Product not working

• Delivery failure

• Refund delays

• Warranty rejection disputes

✔ Medium Priority

Important but not urgent. Examples:

• Installation scheduling

• General service requests

✔ Low Priority

Non‑critical issues. Examples:

• Product information

• Pre‑sales queries

✔ Urgent (Custom)

Critical issues requiring instant action. Examples:

• Safety issues

• Electrical hazards

• Escalated complaints

🟩 4. How to Change Ticket Priority (Step‑by‑Step)

Step 1: Open the ticket

Step 2: Locate the Priority field

Usually on the right panel.

Step 3: Click the dropdown

Step 4: Select the new priority

Step 5: Save (if required)

Priority updates instantly.

🟩 5. How Priorities Affect Ticket Management

✔ SLAs

High priority tickets follow faster SLA timelines.

✔ Assignment Rules

Example: If Priority = High → Assign to Senior Agent.

✔ Views & Filters

Create views like:

• High Priority Tickets

• Urgent Tickets

• Low Priority Tickets

✔ Automation

Example: If Priority = Urgent → Notify Manager immediately.

✔ Reports

Track ticket volume by priority.

🟩 6. Priority Examples for Kanchan Electronics

1. Service Department

• High: Chimney not working, gas leakage smell

• Medium: Installation request

• Low: Product usage guidance

2. Warranty Department

• High: Warranty rejection dispute

• Medium: Warranty claim verification

• Low: Warranty information request

3. E‑commerce Department

• High: Wrong product delivered

• Medium: Pickup scheduling

• Low: Order status inquiry

4. Billing Department

• High: Refund delayed beyond SLA

• Medium: Invoice correction

• Low: GST copy request

🟩 7. Best Practices

• Define clear rules for each priority

• Train agents to update priority immediately

• Use automation to assign high‑priority tickets

• Review priority distribution weekly

• Avoid marking everything as High

• Use custom priorities only when necessary

🟩 FAQs

Q1. Can I create custom priorities? Yes — you can add custom priority levels.

Q2. Can priorities trigger workflows? Yes — priority is one of the strongest automation triggers.

Q3. Can customers set priority? Only if you allow it in ticket forms.