Service Prioritization July 17, 2024 14:48 Updated Index: Priority Rule Urgency Level If Operator Expected Value Service prioritization is a feature of Blip Desk that allows tickets to be automatically prioritized based on rules configured by the intelligent contact. This enables clients to be served according to priority criteria set by the company. Priority rules define the criteria for whether a ticket should have priority over others. Any member of the intelligent contact team with write permissions in the Service module — can define queue prioritization rules. To define a rule, navigate to the Service module. In the left sidebar menu, select the **Service Rules** option, as shown in the image below: To add a rule, click on the + Create new prioritization rule button in the top right corner. A priority rule consists of: Priority Rule The prioritization rule includes fields similar to those used in the service rule. Urgency Level Specifies the priority level at which a ticket should be handled. It's important to note that even a ticket with low priority is still more prioritized than one without any priority. If Information considered when defining the service rule. Possible sources include: 1. Message: Content of the directed message 2. Contact Name: Name of the client requesting service 3. Contact Email: Email of the client requesting service 4. Contact Extras: Extras of the client requesting service Operator Comparison operator for the service rule. Possible operators are: 1. Contains 2. Does not contain 3. Is equal to 4. Is not equal to Expected Value Expected value for comparison with the data source using an operator. The expected value should consist of alphanumeric characters. ... After defining a priority rule, Blip will evaluate the rule whenever a ticket is assigned to the team that the rule is registered to, thus altering the ticket's service priority. For more information, visit the discussion on this topic in our community or check out videos on our channel. 😃 Related articles How to define attendance rules in Blip Desk How to Use Queue Management for Routing Support Tickets Active Messages - Error Codes Blip Copilot Sending WhatsApp Active Messages on Blip Desk