Ticket priority

Ticket priority allows admins to designate a level of urgency for tickets so that agents and teams can deal with tickets based on their priority.

There are four levels of ticket priorities: Urgent > High > Medium > Low. Tickets with higher priority take precedence over tickets with lower priority when it comes to ticket assignment.

If a ticket is created without any priority, its priority is set to Medium by default.

Admins can see each ticket's priority on Sendbird Dashboard under Tickets and Proactive chat. They can also use the priority levels as a search filter.

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In the Ticket details view, all agents can view a ticket's priority but only admins can change the priority.

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The ticket priority can be set with the Desk SDK when creating a new ticket. For more information, refer to our Docs for iOS, Android, and JavaScript.

Note: You can set internal rules or priority rules to automatically set the priority of tickets. For more information on how to set specific priority rules, see the user guide for Priority rules.