How do I handle priority customer tickets?

Learn how to identify and respond to high priority tickets in Engage.

What Are Priority Tickets?

Priority tickets are VIP tickets or high-value tickets that should be handled with urgency.

How to Identify a Priority Ticket

• A priority badge will appear on the ticket.
• These tickets appear at the top of the queue.

Best Practices for Handling Priority Tickets

• Respond as quickly as possible.
• Use personalised responses to enhance customer experience.
• Escalate to a supervisor if necessary.