Setting Priorities

You can ensure that tickets are prioritized according to the communication channel by connecting several criteria or adding separate requirements that are independent of each other when you pick the Set Priority feature after selecting the product and channel.

The criteria you add to each communication channel will be different. You can check which conditions will be applicable for which channels in the table below.

	App Store	Google Play Store	AppGallery	iOS	Android	Huawei	Web	Mail	Facebook	Twitter	Instagram	Internal	Live Chat	WhatsApp	API	Chatbot
Message Content	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅
Status	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅
Customer Name	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅
Resolved Time	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅
Replied Time	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅
Assignee	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅
Tag	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅
Email Address	❌	❌	❌	✅	✅	❌	✅	✅	✅	✅	❌	❌	❌	❌	❌	❌
Smart Plugs	❌	❌	❌	✅	✅	❌	✅	✅	❌	❌	❌	❌	❌	❌	❌	❌
Country	❌	❌	❌	❌	❌	❌	❌	❌	❌	❌	❌	❌	❌	❌	❌	❌
Ticket Type	❌	❌	❌	✅	✅	❌	✅	❌	❌	❌	❌	❌	❌	❌	❌	❌
Rating	✅	✅	❌	❌	❌	❌	❌	❌	❌	❌	❌	❌	❌	❌	❌	❌
Subject	✅	✅	❌	❌	❌	❌	✅	✅	❌	❌	❌	❌	❌	❌	❌	❌
CC	❌	❌	❌	❌	❌	❌	❌	✅	❌	❌	❌	❌	❌	❌	❌	❌
Followers Count	❌	❌	❌	❌	❌	❌	❌	❌	❌	✅	❌	❌	❌	❌	❌	❌
Verified Account	❌	❌	❌	❌	❌	❌	❌	❌	❌	✅	❌	❌	❌	❌	❌	❌

The guidelines for creating conditions can be found in the table below.

	is	is not	greater than	less than	includes	does not include
Message Content	✅	✅	❌	❌	✅	✅
Status	✅	❌	❌	❌	❌	❌
Customer Name	✅	✅	❌	❌	✅	✅
Resolved Time	❌	❌	✅	❌	❌	❌
Replied Time	❌	❌	✅	❌	❌	❌
Assignee	✅	✅	❌	❌	❌	❌
Tag	✅	✅	❌	❌	✅	✅
Email Address	✅	✅	❌	❌	❌	❌
Smart Plugs	✅	✅	✅	✅	✅	✅
Country	✅	✅	❌	❌	❌	❌
Ticket Type	✅	✅	❌	❌	❌	❌
Rating	✅	✅	✅	✅	❌	❌
Subject	✅	✅	❌	❌	✅	✅
CC	✅	✅	❌	❌	✅	✅
Followers Count	❌	❌	✅	✅	❌	❌
Verified Account	✅	✅	❌	❌	❌	❌

Now let's take look at the definitions of these rules and conditions.

Message Content

It determines the content of messages your customers send you regarding your company. Customers will always want to create and submit their messages, regardless of what channel they choose to contact you, so this requirement exists across all channels. You'll be prompted to input a value by picking one of the is, is not, includes or does not include rules after selecting the message content condition. When you build a rule along the lines of "message content – includes – help" and set its priority to high, for example, you ensure that requests with "help" in the message content are prioritized as high. If the term "help" appears anywhere in the message subject, you should create the "message subject – includes - help" rule.

Status

If no priority has been set, the platform will assign a low priority to all unresolved requests. By adding a condition and rule of your choice, you can determine the priority of unresolved requests. Additionally, you can assign a channel-based priority to requests that are in the reopened state by selecting the status condition.

Customer Name

By selecting the Customer Name condition, you can also assign priority to the tickets of your individual customers. For example, you can use a condition-rule combination like "Customer Name – is – John Smith" to ensure that the needs of your privileged customers, who frequently purchase products/services from your company, are always set as "high" on the platform. If you have more than one privileged customer, you can use the "OR" operator to add them. If, on the other hand, you have particular customers who are not in good terms with your business or whom you do not wish to serve, you can add rules like "Customer Name – is – John Smith" and set the priority to Low, ensuring that messages matching this criteria are collected in a specific folder.

Resolved Time

When you want to prioritize tickets that haven't been addressed for 24 or 48 hours, you can utilize the Resolved Time condition. If you add the rule "resolved time – greater than – 24 hours" and set the priority to High, for example, you can set the priority to High for any tickets that have not been marked as resolved after 24 hours.

Replied Time

When you want to prioritize tickets that haven't been replied in 24 or 48 hours, utilize the Replied Time condition. When you add the "replied time – greater than – 48 hours" rule and set the priority to High, for example, you can set the priority to High for all requests that are still unanswered 48 hours after they were submitted.

Assignee

The Assignee condition can be used to prioritize any ticket that is particular to the agent to whom they are assigned. Let's say you want to set a priority to all requests that are automatically or manually assigned to Ricky, your agent. You can set the "assigned – is – Ricky" rule in this scenario. You need to add that person as a user on the Desk360 panel in order to pick one of the assigned people; otherwise, you will not be able to see his name in the assigned list and will not be able to make a selection.

Tag

You can set the priority of the tickets unique to the tag by associating the tags you create for your products to a rule. Let's say it's critical for you to keep track of all the tags you collect under the return tag, and it's an issue that requires immediate attention. In this instance, you can use a "tag – includes – return – high" rule to make the requests collected under the return tag high. If you use the “includes” rule, any request with the "return" label attached will be prioritized instantly, regardless of whether the requests have multiple tags. However, you should use the "includes" rule rather than the "is" rule if you wish to prioritize claims that just include a return tag, i.e. no other tags.

Email Address

By selecting the Email Address criteria, you can give priority to customer emails that you want to prioritize as high. For example, you can use a condition-rule combination like "Email Address - is - [e-mail]" to ensure that the tickets of your privileged clients, who frequently purchase products/services from your business, are always marked as "high" on the platform. If you have more than one privileged customer, you can use the "OR" operator to add them all. If you have specific clients that are not in good terms with your business or whom you don't want to serve, you can change the priority to Low by setting criteria like "Email Address – is - [e-mail]" and having the messages that fit this condition collected in a specific folder.

Smart Plugs

You can reveal more data about your customers on the Tickets page with the smart plugs feature. By integrating all client data from your own system into Desk360, you can utilize these plugs. For instance, the subscription type of customers you keep in your system, the number of times they've purchased products/services from you, the number of years they've been a subscriber, and more. You can also prioritize different types of smart plugs based on this information. For example, if you create a rule that says "smart plugs – subscription type – is – premium – high," all tickets from customers who have a premium subscription will be marked as high priority. Alternatively, if you set a criteria like "smart plugs – subscription year – less than – 2020 – high," any client who subscribed to your business before 2020 will have their requests marked as high.

Country

Organizing your customers by country allows you to prioritize requests differently. When you add the rule "country – is - Canada - normal," for example, you'll ensure that all requests from Canada are given normal priority.

SDK/WEB Ticket Type

You can set a different priority depending on the ticket type you receive. Let's say you give your customers the option of choosing between two types: returns and problem reporting. If you make your rule "ticket type – is - return - high," all customer requests that are selected as return as the claim type will be designated as high priority.

Rating

When you want to classify customer requests based on the rating information you get from your mobile app stores, you can utilize the rating condition. If you set a rule like "rating – less than – 2 stars – high," all requests that come from customers who have been given one or two stars to your mobile app in the app store will be prioritized as "high."

Subject

You can use the subject condition to identify any word or phrase that customers put in the subject line of their messages and ensure that requests are prioritized accordingly. For example, if you set a rule such as "subject - includes - cancel order - normal," all requests with the term "cancel order" in the subject of the message will be prioritized as normal.

CC

The CC condition can be used to filter the emails you receive based on the recipients added to the cc fields. For example, if you set a rule such as "cc – is – [e-mail] - high," you can make all email tickets with only this address in the cc field high.

Followers Count

All tickets from Twitter can be prioritized based on the amount of followers of the account that initiated the request. For example, if you create a rule that says "followers count – greater than – 10000 – high," you can prioritize requests from all accounts with more than 10,000 followers who contact your company over Twitter.

Verified Account

You can prioritize all Twitter channel tickets based on whether or not the accounts who initiated the request are verified with a blue checkmark. For example, if you set a rule like "verified account - is not - low," all requests from unverified Twitter accounts will be downgraded to low priority.