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Priority is the signal that tells your team where to focus first. FusionDesk lets you assign a priority level to every ticket and task, so agents and project contributors always know what needs immediate attention versus what can wait. Used consistently, priorities reduce guesswork, improve SLA adherence, and help managers spot bottlenecks before they escalate.

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Priority Levels in FusionDesk

FusionDesk has four priority levels. Each maps to a distinct colour in the UI, a target use case, and a recommended response SLA to guide your team’s workflow. These SLAs are recommendations. You can configure custom SLA policies per priority level under Settings → SLA Policies to match your organisation’s service commitments.

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Setting Priority on a Ticket

You can set or change the priority of a ticket at any point in its lifecycle.
1

Open the ticket

Navigate to Help Desk and click the ticket you want to update.
2

Locate the Priority field

In the right-hand detail panel, find the Priority field under the Properties section.
3

Select a priority level

Click the Priority dropdown and choose Urgent, High, Medium, or Low. The ticket list and board view update immediately to reflect the new priority colour.
You can also set priority when creating a new ticket. In the New Ticket form, the Priority field defaults to Medium — adjust it before submitting if the issue warrants a different level.

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Setting Priority on a Task

Task priorities work the same way as ticket priorities and are visible on both the project board and the task list view.
1

Open the task

Navigate to Projects, open the relevant project, and click the task you want to update.
2

Update the Priority field

In the task detail panel, click the Priority dropdown and select the appropriate level.
3

Save the change

Priority updates save automatically. The task card on the board immediately displays the updated priority badge.
When creating a new task, you can set priority directly in the Add Task form before clicking Create Task, so the assignee sees the correct priority from the moment they receive the notification.

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Filtering and Sorting by Priority

To focus on what matters most, use FusionDesk’s filter and sort tools to surface high-priority items across tickets and tasks.
  1. Go to Help Desk and click Filter in the toolbar.
  2. Select Priority from the filter options and choose one or more levels (e.g., Urgent and High).
  3. Click Apply. The ticket list narrows to only show tickets matching your selected priorities.
  4. To sort by priority, click the Priority column header. Click again to reverse the sort order.

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Priority-Based Automation Rules

FusionDesk’s automation engine lets you trigger actions automatically based on priority, so your team responds to critical issues even outside business hours. Common priority-based automations include:
  • Auto-escalate urgent tickets — reassign or notify a manager if an Urgent ticket has not received a response within a set number of hours.
  • Auto-raise priority — increase a ticket’s priority to High if it has been open longer than a defined threshold without resolution.
  • Send alerts for high-priority tickets — post a message to a Slack channel or send an email alert whenever a ticket is created or updated with Urgent priority.
To create a priority-based automation rule:
1

Open Automation settings

Go to Settings → Automation and click New Rule.
2

Set the trigger

Choose a trigger event such as Ticket Created, Ticket Updated, or Time Elapsed Since Last Response.
3

Add a priority condition

Click Add Condition, select Priority, and choose the priority level(s) that should trigger the rule (e.g., is Urgent).
4

Define the action

Click Add Action and choose what should happen — for example:
  • Assign to a specific agent or team.
  • Send notification to an email address or Slack channel.
  • Change Priority to escalate or de-escalate.
  • Add Tag to flag the ticket for reporting.
5

Name and activate the rule

Give the rule a descriptive name (e.g., Escalate Urgent Tickets After 2 Hours), toggle it Active, and click Save Rule.
Automation rules run in the order they are listed. If multiple rules match the same ticket or task, FusionDesk applies them top-to-bottom. Drag rules to reorder them if sequencing matters for your workflow.
Reserve Urgent for genuine emergencies. If too many tickets or tasks are marked Urgent, the signal loses meaning and your team may start ignoring it. A good rule of thumb: Urgent items should make up no more than 5–10% of your open queue at any given time. Consider using automation rules to flag teams when the Urgent queue grows beyond a healthy threshold.