Priority Support
Give members with chosen roles, such as Patreon supporters, boosters or VIPs, a higher ticket priority and a faster response target
Priority support opens tickets from members with chosen roles, such as Patreon supporters, server boosters or VIPs, at a higher priority, so your team sees them first. On Enterprise you can also give those tickets a tighter first-response target.
Priority support is available on every plan. The first-response target per role uses SLA management, which is an Enterprise feature: on other plans the field is not shown.
Go to Staff → Priority supportSetting up
Open Priority support
Go to Staff → Priority support.
Add a role
Click Add role, choose the Role, then the Priority its members' tickets open with: Medium, High or Urgent.
Optional: set a first response target
On Enterprise, First response target is a tighter first-reply target, in minutes, for these tickets. Leave it empty to keep the target of the ticket's priority.
Save
Click Save changes on the bar at the bottom of the page. New tickets use the list right away; tickets that are already open keep their priority.
Settings
| Setting | Allowed values | Default |
|---|---|---|
| Role | any role in your server, each role once | none |
| Priority | Medium, High or Urgent | High |
| First response target (Enterprise) | 1 to 1,440 minutes, or empty | empty: the priority's own target |
You can list up to 25 roles. A row without a role is not saved.
What happens
- A member opens a ticket. If they have a listed role, the ticket opens at that role's priority.
- The priority emoji is added in front of the channel name, as
/prioritydoes, for example🟠-ticket-0042. - A Priority support notice in the ticket says which priority the ticket has and which role set it. It never pings anyone.
- In the dashboard, the ticket list and the ticket page show VIP with the role's name.
If a member has several listed roles, the ticket gets the highest priority and the shortest first response target among them.
With other features
- AI priority detection. Atlas can raise the ticket's priority later, but never sets it below the role's priority.
- Response targets. With SLA management on, the ticket's first response target is the shorter of the role's target and its priority's target, and it stays that way when the priority changes.
- Staff. Staff can still change the priority with
/priorityor from the dashboard, including below the role's priority. Atlas then leaves it alone unless Change priorities staff set is on.
Good to know
- The priority is set when the ticket opens. Giving or removing a role later does not change tickets that are already open.
- It works for tickets opened from a panel, from a message, and through ModMail when the member is in your server. In a ModMail ticket the notice stays in the staff channel.
- Change or translate the notice on the Messages page (Priority support).
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