Priorities

Priorities help your team focus on what matters most by organizing support threads by urgency. This is especially helpful when volume is high or service levels vary by customer tier.

Priority levels

Level	When to use
Urgent	Downtime, security threats, or data loss
High	Blocked workflows or time-sensitive issues
Medium	Standard support requests
Low	Routine questions or simple follow-ups

Set Priority

There are three ways to set a priority on a thread:

Press P while viewing the thread.
Open the command palette with ⌘K and search for Set priority.
Select a priority from the dropdown in the thread header.

Automate with workflows

Priorities can be set automatically using Workflows. For example, automatically marking a thread as Urgent when it contains specific keywords or comes from a high-tier customer.