Each ticket is assigned a priority based on its SLA level. If you haven’t set up SLA levels, LiveAgent assigns priority automatically by “first come first served”. Priorities are used to generate views and reports and are also used as conditions and actions in automations and triggers and as actions in Rules.
The priority of the ticket indicates the order in which we should process the tickets. Should a given ticket be processed as soon as possible, or can it wait. The most common are Urgent, High, Medium or Low depending on the content, requesting nature or any property depending on the company.
To determine the order of work. It is used to generate views and reports, but also as conditions and actions in automations and triggers, and as actions in rules.
It definitely facilitates the work and makes the tickets transparent and the order of handling is clear.
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