How are tickets prioritised in Engage?

Learn how Engage ranks tickets to ensure the most urgent ones are handled first.

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 Prioritisation Works

• Higher priority tickets (Risk, Purchase, Cancel) appear higher in the queue.
• Mentions with an SLA expiry will be prioritised.
• Agents receive tickets based on their assigned queues and roles.