Create a priority type
Check out this video (3:51) on priority types.
You can use Web Help Desk to automate ticket workflows. For example, you can automatically change a ticket's priority type.
In the following example, a Critical priority type is created. In the next topic, the Critical priority type will be used in an action rule that changes all tickets submitted by the CEO to Critical.
- Click Setup.
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Select Tickets > Priority Types and Alerts.
- Click New.
- Enter a name, and select a display order and color.
- (Optional) In the Due Time field, select the time when tickets with this priority should be closed.
- (Optional) In the Client Reminder Interval field, select the amount of time to elapse before sending (or resending) a reminder to clients.
- (Optional) In the Alert Repeat Interval field, select the amount of time between reminders to trigger an alert.
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Click Save.
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(Optional) In the Alert Level rows, set the conditions (such as time interval, criteria, and email recipients) for each Alert Level, beginning with Alert Level 1 and ending with Alert Level 3.
