{"id":23,"date":"2026-09-09T04:25:37","date_gmt":"2026-09-09T04:25:37","guid":{"rendered":"https:\/\/nirohelp.com\/docs\/23\/urgency-levels\/"},"modified":"2026-09-16T16:43:50","modified_gmt":"2026-09-16T10:43:50","slug":"urgency-levels","status":"publish","type":"nirohelp_doc","link":"https:\/\/nirohelp.com\/docs\/ticket-management\/urgency-levels\/","title":{"rendered":"Urgency levels"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Every ticket carries an urgency. There are four levels and they are fixed: <strong>Low<\/strong>, <strong>Medium<\/strong>, <strong>High<\/strong>, <strong>Severe<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">There is no screen to add or rename them. This is a deliberately small, opinionated set.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Where the urgency comes from<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Front end:<\/strong> the <strong>Urgency<\/strong> dropdown on the new-ticket form, optional by default. <strong>Nothing is pre-selected<\/strong>, so a ticket can arrive with no urgency at all. Make the field required under <strong>Settings \u2192 Tickets \u2192 Form fields<\/strong> if you need one on every ticket.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full has-custom-border\"><img loading=\"lazy\" decoding=\"async\" width=\"1036\" height=\"592\" src=\"https:\/\/nirohelp.com\/docs\/wp-content\/uploads\/2026\/09\/Urgency.webp\" alt=\"Urgency\" class=\"has-border-color has-ast-global-color-0-border-color wp-image-156\" style=\"border-width:2px\" srcset=\"https:\/\/nirohelp.com\/docs\/wp-content\/uploads\/2026\/09\/Urgency.webp 1036w, https:\/\/nirohelp.com\/docs\/wp-content\/uploads\/2026\/09\/Urgency-300x171.webp 300w, https:\/\/nirohelp.com\/docs\/wp-content\/uploads\/2026\/09\/Urgency-1024x585.webp 1024w, https:\/\/nirohelp.com\/docs\/wp-content\/uploads\/2026\/09\/Urgency-768x439.webp 768w\" sizes=\"auto, (max-width: 1036px) 100vw, 1036px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Admin:<\/strong> the <strong>Urgency<\/strong> dropdown in the <strong>Ticket details<\/strong> box, which also offers <em>\u2014 None \u2014<\/em>. An agent can override whatever the client chose.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Where the urgency shows up<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>On the client&#8217;s ticket list and in the conversation.<\/li>\n\n\n\n<li>In notification emails, through the <code>##ticket_priority##<\/code> placeholder. The &#8220;New ticket &#8211; to agent&#8221; email uses it by default.<\/li>\n\n\n\n<li>In the information sent to the AI auto responder, so its answer can match the urgency.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>It is not a column on the admin ticket list.<\/strong> NiroHelp adds only Client and Agent there, and there is no urgency filter or sort.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Working with urgency<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Two patterns worth knowing:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Alert someone on Severe only.<\/strong> Paging a person when a severe ticket arrives is a small piece of custom work &#8211; the recipe is in the <a href=\"https:\/\/nirohelp.com\/docs\/developers\/action-hooks\/\" target=\"_blank\" rel=\"noopener\">Developers<\/a> section.<\/li>\n\n\n\n<li><strong>Add an urgency column to the ticket list.<\/strong> Also custom work, also small.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Why the levels are not editable<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The four levels are referenced in the styling, in what is sent to the AI, and in what clients see. Adding a fifth means a code change and matching styles, so there is no setting for it today.<\/p>\n","protected":false},"author":1,"featured_media":0,"template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"nirohelp_product":[],"nirohelp_topic":[5],"class_list":["post-23","nirohelp_doc","type-nirohelp_doc","status-publish","hentry","nirohelp_topic-ticket-management"],"_links":{"self":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_doc\/23","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_doc"}],"about":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/types\/nirohelp_doc"}],"author":[{"embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/media?parent=23"}],"wp:term":[{"taxonomy":"nirohelp_product","embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_product?post=23"},{"taxonomy":"nirohelp_topic","embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_topic?post=23"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}