Ticket Priorities

This article explains how to utilize ticket priorities within Thulo Cloud to categorize and address customer support issues based on urgency or importance.

Understanding Ticket Priorities:

• Ticket priorities help you identify and focus on critical issues that require urgent attention.
• Thulo Cloud comes with pre-defined priority levels (e.g., High, Medium, Low). You can customize these to suit your needs.
  

Customizing Ticket Priorities:

1. Navigate to Setup in Thulo Cloud.
2. Go to Support and then Ticket Priorities.
   

Managing Ticket Priorities:

• You may be able to edit the names of existing priority levels (e.g., "Critical" instead of "High") to better reflect your specific needs.
• Depending on your Thulo Cloud plan, you might also have the ability to create new priority levels if the pre-defined options are insufficient.

Encouraging Appropriate Priority Selection:

• While you cannot directly control the priority a customer chooses, you can provide clear guidelines or explanations on your support portal to guide customers in selecting appropriate priority levels.

Benefits of Ticket Priorities:

• Improved Response Times: Prioritization ensures critical issues receive faster attention from your support team.
• Enhanced Workflow Management: Prioritization helps allocate resources efficiently and streamline your support processes.
• Increased Customer Satisfaction: Addressing urgent issues promptly can lead to higher customer satisfaction.

By effectively utilizing ticket priorities in Thulo Cloud, you can ensure timely resolution of critical customer issues, improve overall support workflow efficiency, and enhance customer satisfaction.