9.8. Setting urgency automaticallyΒΆ

A common use of automation is to set the urgency score on tickets, to help agents decide which ones to deal with first.

Urgency is a score from 1 to 10. For a newly created ticket, it defaults to 1. Agents can change the urgency score manually.

Actions can be used to increase or decrease urgency by a certain amount, instead of setting it to a particular value. This allows a number of different automated rules to affect urgency, giving a combined score based on various factors.

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For example, suppose your organization wants to encourage agents to prioritize tickets from the VIP usergroup, and to prioritize support department tickets over sales department tickets.

You could set a trigger to increase the urgency for new tickets from the “VIP” usergroup by 6, and a second trigger to decrease the urgency for new tickets in the “Sales” department by 3.

A new “Support” ticket from a VIP would start with urgency 1, get +6 urgency from the first trigger, for an overall urgency of 7.

A new “Sales” ticket from a VIP user would start with urgency 1, get +6 from the first trigger, then -3 from the second trigger, for an overall urgency of 4.

Urgency can never go below 1 or above 10. If an action would decrease a ticket’s urgency to below 1 or above 10, it will be set to 1 or 10 respectively.

You can view the distribution of urgency values for your current unresolved tickets under Tickets > Urgency.

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