Knowledge Base

Setting the Details on a Support Ticket

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.