How are tickets prioritised in Engage?

How Engage Assigns Ticket Priority

Engage uses a priority-based ranking system to ensure agents work on the most important tickets first.

Priority Categories (RPCS)

1. Risk – Customer is raising a serious concern (e.g., legal threats, public complaints).
2. Purchase – A sales opportunity (e.g., a customer expressing interest in a product).
3. Cancel – A customer is at risk of churning (e.g., threatening to cancel a service).
4. Service – A customer needs assistance or information.
5. Low – Non-urgent messages that don’t require an immediate response.

How tickets are ordered in the queue

1. New replies on existing tickets.
2. Then tickets assigned to you by other team members.
3. Finally, you’ll receive new tickets organised by priority.