You asked for more control and we delivered! With our latest enhancement, you can now assign priority levels to tickets to ensure the most urgent conversations get marked appropriately. Whether it’s a critical VIP customer or a time-sensitive issue, your team can now act with precision and speed.

✨ What’s New

• Set ticket priority using rules: Leverage the full flexibility of the Gorgias Rules engine to apply one of four priority levels, Low, Normal, High, or Critical, based on any ticket condition you choose.

• Priority-based assignment: Tickets labeled as priority will be assigned ahead of non-priority tickets, ensuring your team tackles the most pressing issues first.

• Agents won’t need to change how they work. Tickets will continue to flow into their assigned queues, but priority tickets will land first.

• You can update the priority directly from the ticket UI, just like editing a tag or field.

• Sort and filter your views by Priority: You can sort and filter tickets by priority in Views

• New macro action let’s you set priority value on ticket upon using a macro

🧠 How It Works

1. Admin sets a rule to define what makes a ticket a priority.

2. The system identifies and labels tickets with a priority level.

3. Priority tickets are routed ahead of non-priority ones to agents and teams.

4. Agents can update priority values if ticket urgency changes.

5. Choose to sort a view by priority.

This feature puts more power in your hands and brings greater efficiency to agent workflows. It’s another step toward intelligent, AI-native support routing that meets both speed and quality expectations.