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Priority Detection uses AI to analyze ticket content and automatically assign a priority level. Urgent issues get flagged immediately, while routine questions stay at normal priority.
Priority Detection is a Pro feature. Upgrade your plan to access it.

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How It Works

  1. User opens a ticket or sends a message
  2. AI analyzes the content for urgency signals
  3. AI assigns a priority: Low, Medium, High, or Critical
  4. The ticket channel name and/or staff are updated
Example:
User: “Our entire team can’t access the platform and we have a client demo in 30 minutes!”
AI detects urgency (“can’t access”, “entire team”, “30 minutes”) and sets Critical priority.

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Priority Levels

PriorityWhen UsedExample
LowGeneral questions, no urgency”What are your business hours?”
MediumStandard issues, normal handling”I need help resetting my password”
HighSignificant impact or frustration”This feature stopped working today”
CriticalUrgent, time-sensitive, major impact”System is down, losing revenue”

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Getting Started

1

Enable Priority Detection

Go to AI Features → Priority Detection and toggle it on.
2

Configure Settings

Choose your analysis mode and notification preferences.
3

Test It

Open a test ticket with urgent language to verify it works.

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Settings

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Analysis Mode

Choose when AI analyzes for priority:
ModeDescriptionBest For
First MessageAnalyze immediatelyQuick prioritization
First 3 MessagesWait for more contextBetter accuracy
Smart DetectionAI decides timingRecommended
Smart Detection recognizes urgency keywords and analyzes quickly for those, while waiting for more context on ambiguous tickets.

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Delay Before Analysis

How long to wait before analyzing (in seconds):
  • 0 - Immediate (may interrupt user typing)
  • 15-30 - Recommended (lets user finish)
  • 60+ - For multi-message context

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Confidence Threshold

Minimum AI confidence before setting priority:
  • 70%+ (default) - Only set when confident
  • 50-70% - Set priority more often
  • Below 50% - May be inaccurate

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Auto-Update Channel Name

When enabled, the bot adds a priority indicator to the ticket channel name: 
🔴 ticket-12345-john     (Critical)
🟠 ticket-12346-jane     (High)
🟡 ticket-12347-mike     (Medium)
🟢 ticket-12348-sara     (Low)
This gives your team an instant visual indicator of ticket priority.

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Notify Staff

When enabled, the bot pings your staff role when a high or critical priority ticket is detected.

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Override Existing

When enabled, AI can change the priority even if one was already set:
  • Enabled - AI always updates priority
  • Disabled - AI only sets priority if none exists

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What AI Looks For

The AI analyzes several signals:

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Urgency Words

Words that suggest time pressure:
  • “urgent”, “ASAP”, “immediately”, “right now”
  • “deadline”, “time-sensitive”, “critical”
  • Specific times: “in 30 minutes”, “by tomorrow”

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Impact Words

Words that suggest significant consequences:
  • “entire team”, “all users”, “everyone”
  • “can’t work”, “completely broken”, “major issue”
  • “losing money”, “losing customers”

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Emotional Signals

Signs of frustration or stress:
  • Multiple exclamation marks
  • ALL CAPS sections
  • Expressions of frustration

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Context Clues

Business context that adds urgency:
  • Mentions of clients, demos, presentations
  • References to revenue or contracts
  • Time-sensitive events

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Accuracy Tips

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Be Clear About Urgency

AI works best when users clearly express urgency:
  • ✅ “This is urgent - our payment system is down”
  • ❌ “Hey, payment isn’t working” (could be urgent or not)

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Use Ticket Forms

Add a priority field to your ticket forms:
  • Users can self-select priority
  • AI uses this as additional context
  • Reduces missed urgent tickets

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Review and Adjust

Check AI accuracy regularly:
  • Are critical tickets being flagged?
  • Are routine tickets staying low priority?
  • Adjust confidence threshold based on results

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Combining with Other Features

Priority Detection works well with:

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Auto-Routing

Route high-priority tickets to senior staff: 
Priority: High or Critical → Senior Support category

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SLA Management

Set faster response times for higher priorities: 
Critical: 15 minutes
High: 1 hour
Medium: 4 hours
Low: 24 hours

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Sentiment Detection

Combine priority with sentiment for better routing: 
High Priority + Angry Sentiment → Escalation team

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Troubleshooting

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Priority Not Being Set

  1. Check if enabled - Verify Priority Detection is on
  2. Check confidence - Lower the threshold if needed
  3. Check analysis mode - “Smart Detection” may wait longer

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Wrong Priority Assigned

  1. Check content - Does the message clearly indicate urgency?
  2. Adjust confidence - Raise threshold for more accuracy
  3. Use ticket forms - Let users self-select priority

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Staff Not Being Notified

  1. Check notify setting - Make sure “Notify Staff” is enabled
  2. Check staff role - Verify your staff role is configured
  3. Check priority - Notifications only trigger for High/Critical

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