All Support Tickets in Fortifi are assigned a Priority, and it is this which defines the order in which Support Tickets are presented to Support Agents.
There are a few different properties on a Support Ticket which influence the given priority figure.
These properties can be set in Workflows, and Support Agents can view these properties or edit them on a Support Ticket to change the Priority on a Support Ticket.
To edit these properties, on a Support Ticket click on the Details tab:
Within the Details section a Support Agent can edit the Impact, Urgency, Tier, or SLA of this Support Ticket:
Editing any of these properties will have an effect on the Priority of the Support Ticket.