It is now possible to pre-assign a priority to a new ticket when you send it.
There are 2 ways of raising a Helpdesk Ticket, either via the Website http://support.ptlgateway.net and Submitting a Ticket, or via eMail, when Submitting via the website you are prompted to assign a Priority to the issue, these priorities are:
Low, Medium, High, Urgent, Emergency, Critical
Until now, when submitting a ticket via eMail, the Low priority was assigned by default, and it was then up to the Helpdesk Analyst to assign an appropriate priority.
However, following recent upgrades, we are now able to pickup certain Keywords when added to the Subject of an incoming eMail, so from now on, if you wish to assign a specific priority to a ticket, then you can include the desired priority tag at the END of the subject line, it is not case sensitive, but it must be preceded by a space and be the last word on the line, see examples below:
Ok:Â Â Â Â Â Â Â Â monkey urgent
Ok:Â Â Â Â Â Â Â Â monkey Urgent
Bad:Â Â Â Â Â Â urgent monkey
Bad:Â Â Â Â Â Â monkeyurgent
Bad: Â Â Â Â Â monkey.urgent
If no choice is specified, it will default to Low and we will assign as appropriate, of course we aim to service even Low priority issues as quickly as possible, so please do not think that this means it will not be dealt with, and please do not use the higher priorities frivolously as we wish to ensure that all support is given its appropriate response, and assigning Critical to everything is not the way to go.
