Priority is a measure of the received request importance in the HelpDesk system. Depending on the selected field value, the timing of the task is calculated, which is the fundamental criterion for the client service's effectiveness.

While configuring the system, the administrator can add the necessary priority's names to determine which of the user questions should be considered first. By default, there are three priorities:

  • Neutral;
  • Medium;
  • Very urgent.

You can change or set a field's value either manually or using the capabilities of the automation module.