Set ticket priority
Mark how urgent a ticket is so your inbox lists the hottest work first. Customers never see priority.
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Mark how urgent a ticket is so your inbox lists the hottest work first. Customers never see priority.
Mark how urgent a ticket is so your inbox lists the hottest work first. Customers never see priority.
Use priority to mark how urgent a ticket is. It helps your team see what to work on first. Priority does not change who the ticket is waiting on, send extra notifications, or appear to the customer.
Every new ticket starts as No priority. Someone on your team sets a level when they triage the conversation.
| Level | When to use it |
|---|---|
| No priority | Not triaged yet, or you looked and chose not to rank it |
| Low | Can wait |
| Medium | Typical work |
| High | Needs attention soon |
| Urgent | Blocking or time-sensitive |
The middle level is Medium, not Normal. No priority is a real state—not a blank or missing field.
Ticket priority is not the same as:
urgent)Customers never see ticket priority, including in email, chat, and the Help Center.
Open-work views (My queue, Unassigned, Needs response, and so on) list Urgent first, then High, Medium, Low, and No priority. Within the same level, newer tickets still surface by relevance and recency.
If you change the inbox sort (for example by date), that sort replaces priority order until you clear it.
initdesk records the change as an internal activity line (who set it, and the new level). Customers do not see that line.
You can change priority on open or closed tickets. Closing a ticket does not clear the level you already set.
Save a view for the levels you care about—for example Urgent and High, unassigned. See Custom preset filters.
There is no bulk “set priority” action yet. Change tickets one at a time.
When you merge duplicate tickets, the ticket you keep takes the more urgent of the two levels. It never becomes less urgent because of a merge.
Does Urgent page anyone or start an SLA clock?
No. Priority only orders and filters your queues.
Will the customer see that I marked a ticket Urgent?
No.
Can I set priority when I create a ticket?
New tickets always start as No priority. Set it after the ticket exists.
Does AI assign priority?
Not today. Your team sets it.