Priority Levels
Opterius Commerce supports four ticket priority levels:
| Priority | Typical Use |
|---|---|
| Low | Non-urgent questions, general enquiries, minor cosmetic issues. |
| Medium | Standard support requests. The default priority. |
| High | Service degradation, important billing issues, time-sensitive requests. |
| Urgent | Service completely down, security incident, payment failure blocking service. |
Default Priority
When a client opens a new ticket, the priority defaults to Medium. Clients can change this themselves at ticket creation time using the priority selector on the submission form.
How Priority Affects the Admin Queue
The admin ticket list at Admin → Support → Tickets sorts by priority descending within each status group when the priority sort option is selected. Urgent tickets appear before High, High before Medium, Medium before Low.
Priority is displayed as a coloured badge in the ticket list:
| Priority | Badge Colour |
|---|---|
| Urgent | Red |
| High | Orange |
| Medium | Blue |
| Low | Grey |
[!TIP] Filter the queue by priority using the filter bar to focus on Urgent and High tickets first during busy periods.
Who Can Set or Change Priority
| Role | Can set on new ticket | Can change existing ticket |
|---|---|---|
| Client | Yes (at submission) | No |
| Staff | Yes (at submission or on any existing ticket) | Yes |
| Admin | Yes | Yes |
Clients select priority when they open a ticket. They cannot change it afterward. If a client misjudges the urgency, staff should adjust the priority from the ticket detail view.
Changing Priority on an Existing Ticket
- Open the ticket at Admin → Support → Tickets → [Ticket].
- Locate the Priority field in the ticket sidebar.
- Select the new priority from the dropdown.
- The change saves immediately — no page reload required.
No reply is required to change priority. The change is recorded in the ticket activity log.
[!IMPORTANT] Changing a ticket's priority does not automatically notify the client. If the urgency change is significant, consider adding a reply or internal note to explain.
Priority and Auto-Close
Auto-close operates on all priorities equally. An Answered ticket of any priority will be closed after the configured inactivity period. If you want to prevent an Urgent ticket from being auto-closed, move it to On Hold status.
Recommended Triage Workflow
- Check all Urgent and High tickets regardless of status.
- Work through Customer Reply tickets by priority.
- Work through Open tickets by priority.
- Review In Progress and On Hold tickets for updates needed.