Is it possible to change the priority of the ticket by the agent/Inbox Admin once the ticket is raised?
By default, when the ticket is raised a priority is set.
Can the agent or Inbox admin change this once it’s assinged to them?
Hey @Dimple_Mehta ,
One can change the priority of an email ticket at any point in time, in cloud. Both Agents & admins can change the priority of email tickets
This is currently not possible in the case of live chats though.
1 Like
Understood. Do we have any plans to roll this out?
Hey @Dimple_Mehta ,
This is already live for email tickets. Can you be more specific? Are you referring to live chats?
If that’s the case, can you help us understand the agent workflow for live chats? Who would change the priority and how does this help agents with their chats? Do raise a JIRA ticket for this internally and help answer the above questions for us to prioritize