Ticket priorities

Overview

Ticket Priorities allow administrators to classify tickets based on their urgency.
SupportCandy includes the default priorities High, Medium, and Low. You can also create unlimited custom priorities.
Administrators and Agents can change priorities at any time from an open ticket. Customers can assign priorities when the priority field is available on the ticket form.

Where to Find

Go to Support → Settings → Ticket Priorities.

SupportCandy settings ticket priorities
How It Works

Each priority can have a color pattern for easier visual identification.
The default priority for new tickets is Low. Administrators can change the default priority or allow users to select a priority when creating a ticket.
Administrators and Agents can also change the priority after a ticket is created.

Step-by-Step Guide
Creating a New Priority
  1. Go to Support → Settings → Ticket Priorities.
  2. Click Add New Priority.
  3. Enter a name for the new priority.
  4. Choose a color pattern for visual identification.
  5. Save the settings.

The new custom priority will then be available for tickets.

SupportCandy settings ticket priority add priority
Editing a Priority
  1. Go to Support → Settings → Ticket Priorities.
  2. Locate the priority you want to modify.
  3. Click Edit.
  4. Make the required changes.
  5. Save the updated information.
SupportCandy settings ticket priority edit priority
Deleting a Priority
  1. Go to Support → Settings → Ticket Priorities.
  2. Locate the priority you want to delete.
  3. Click Delete.
  4. Confirm the deletion when prompted.
  5. Select a replacement priority.

Tickets using the deleted priority will be reassigned to the selected replacement priority.

SupportCandy settings ticket priority delete priority
Options / Settings

Default Priority
The default priority for a new ticket is Low.
Users, Administrators, and Agents can select a different priority during ticket creation when the Priority field is available on the ticket form.
To add the Priority field:

  1. Go to Support → Custom Fields → Ticket Form Fields.
  2. Click Add New.
  3. Select Priority.
  4. Configure the field as required.
  5. Save the settings.

Administrators can also change the default priority from:
Support → Custom Fields → Ticket Fields → Priority → Edit
Select the required default field and click Submit.

Priority Change After Ticket Creation
Administrators and Agents can change the priority after a ticket is created.
This allows the priority to be updated when the urgency of a ticket changes.

Agent and User View
Administrators and Agents can view the priority on the individual ticket page.
Customers cannot change the priority after creating the ticket.
You can enable the priority display for Customers from:
Support → Settings → Ticket Widgets → Ticket Status → Allowed for customer → Enable

Widget Configuration

To see the ticket priority you need to enable the Ticket Status widget on the individual ticket page:

  1. Go to Support → Settings → Ticket Widgets.
  2. Enable the Ticket Status widget.
  3. Set the required permissions under Allowed agent roles.
Example

To create a custom Critical priority:

  1. Go to Support → Settings → Ticket Priorities.
  2. Click Add New Priority.
  3. Enter Critical as the priority name.
  4. Choose a color pattern.
  5. Save the settings.

The Critical priority can then be assigned to tickets that require higher urgency.

Notes / Tips
  • SupportCandy provides High, Medium, and Low as default priorities.
  • You can create unlimited custom priorities.
  • The default priority for new tickets is Low unless changed by an Administrator.
  • Add the Priority field to the ticket form when users should select a priority during ticket creation.
  • Administrators and Agents can change the priority after ticket creation.
  • When deleting a priority, select a replacement priority for tickets using it.
  • Use color patterns to make different priorities easier to identify.
What are your feelings