> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fusiondesk.dev/llms.txt
> Use this file to discover all available pages before exploring further.
# Set and Manage Priorities Across Tickets and Tasks
> Use FusionDesk priority levels to rank tickets and tasks by urgency, keep teams focused, and ensure critical issues are resolved first.
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.
## 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.
| Priority | Colour | Use Case | Recommended SLA |
| ---------- | --------- | -------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------- |
| **Urgent** | 🔴 Red | System outages, security incidents, or issues blocking an entire team or customer from working. Requires immediate action. | Respond within 1 hour; resolve within 4 hours. |
| **High** | 🟠Orange | Significant issues affecting multiple users or a key business function. Work should begin the same business day. | Respond within 4 hours; resolve within 24 hours. |
| **Medium** | 🟡 Yellow | Moderate issues or tasks that affect individual users but have a workaround available. Standard queue handling. | Respond within 8 hours; resolve within 3 business days. |
| **Low** | 🔵 Blue | Minor requests, cosmetic issues, or improvements that have no immediate operational impact. | Respond within 1 business day; resolve within 1 week. |
These SLAs are recommendations. You can configure custom SLA policies per priority level under **Settings → SLA Policies** to match your organisation's service commitments.
## Setting Priority on a Ticket
You can set or change the priority of a ticket at any point in its lifecycle.
Navigate to **Help Desk** and click the ticket you want to update.
In the right-hand detail panel, find the **Priority** field under the **Properties** section.
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.
## 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.
Navigate to **Projects**, open the relevant project, and click the task you want to update.
In the task detail panel, click the **Priority** dropdown and select the appropriate level.
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.
## 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.
1. Open a project and switch to **List View** using the view toggle in the top-right.
2. Click **Filter** and select **Priority**, then choose the levels you want to display.
3. Click **Apply**. Use the **Sort** option and choose **Priority** to order tasks from Urgent down to Low.
1. Click **My Work** in the left sidebar to see all tickets and tasks assigned to you.
2. Use the **Priority** filter at the top of the page to isolate the items that need your attention first.
3. The **Urgent** and **High** tabs at the top of the **My Work** view give you a one-click shortcut to your most critical items.
## 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:**
Go to **Settings → Automation** and click **New Rule**.
Choose a trigger event such as **Ticket Created**, **Ticket Updated**, or **Time Elapsed Since Last Response**.
Click **Add Condition**, select **Priority**, and choose the priority level(s) that should trigger the rule (e.g., **is Urgent**).
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.
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.