Support Tickets: Priorities and Tags

Understanding Priorities and Tags

Priorities and Tags let you quickly identify ticket categories and organize requests by type for your team. Both features serve as helpful organizational tools within your support workflow.

---

Managing Priorities

Accessing Priority Settings

Head to the Support section in the left navigation menu to open the Support Ticket Toolkit. From there, you can access Priority settings by:

• Clicking the three-dot menu next to Support and selecting Manage Priorities, or
• Selecting the Star Icon from the right-side icon menu

Editing a Priority

In the Priority settings, click the Pencil Icon next to any priority to rename it or adjust its color. Don’t forget to save your changes once you’re done.

Deleting a Priority

Remove any priority by clicking its Trash bin Icon. Note that your default priority cannot be deleted—it won’t display a delete icon.

Arranging Priority Order

Drag and drop priorities by their icons to rearrange how they appear in your list.

Creating a New Priority

Click the + Add New Priority button to create one. Enter a name and choose a color by either selecting from a palette or entering a HEX code.

Adding a Priority to a Ticket

All incoming tickets automatically receive your default priority. To change it, click the Star Icon at the top of the ticket and select the priority you need.

---

Managing Tags

Accessing Tag Settings

From the Support section in the left navigation, open the Support Ticket Toolkit. Access Tag settings by:

• Clicking the three-dot menu next to the Support Title and selecting Manage Tags, or
• Selecting the Tag icon from the right-side menu

Creating a New Tag

Create a tag by clicking the + button in the Tag menu or by selecting Add New Tag from the right sidebar. Enter a name and pick a color using either the color picker or a HEX code.

Organizing Tags

Open Manage Tags via the three-dot menu on the left or the Tag icon on the right to adjust your tag settings.

Reorder tags: Hold and drag the tag icon to change the display sequence.

Edit a tag: Click the tag, then click the Pencil Icon to modify its name or color.

Remove a tag: Select the tag and click the Trash bin Icon to delete it.

Adding Tags to a Ticket

While viewing a ticket, use the Tag menu at the top to add one or more tags. You can assign multiple tags to a single ticket as needed.

---

Searching by Priority or Tag

Find tickets by priority or tag in two ways:

1. Click the magnifying glass icon on the right side and search for the priority or tag name.

2. Click a priority or tag name directly in the left-side menu to view all related tickets.