Agents can prioritize tickets in the Current Chats queue. Each conversation is an icon denoting its priority. By default, all tickets are initially assigned a medium priority.
To change a ticket's priority in the Current Chats queue, select Options, then Increase Priority or Decrease Priority. The conversation will be moved up or down in the queue based on its priority compared to the other tickets. The priority icon is also updated.
The priority of a ticket can also be changed by clicking View Ticket, then Edit Ticket, or by selecting the Edit Ticket option.
See Viewing Tickets for details on editing a ticket.
The following priorities can be assigned when editing a ticket:
The ticket is displayed in the Current Chat queue in priority order with its associated icon.
