Change a Ticket Priority

This guide shows priority selection, weight meaning, notifications where applicable, and how priority differs from status and due/overdue reporting.

Where this fits in QC Support Ticket

The Agent Queue is a frontend support workspace, not a shortcut around permissions. Every ticket action is checked against the Agent’s active QCST record and Department scope on the server, including assignment, replies, status/priority changes, attachments, bulk actions, and advanced ticket operations.

Primary location: QC Support Ticket frontend Agent Queue.

Before you begin

  • Use a normal Frontend Agent account for verification. Testing only as Joomla Super User can hide Department-scope or menu-access problems.

How to do it

  1. Open the ticket in Agent Queue.
  2. Choose the intended active Priority.
  3. Save the change.
  4. Verify the Priority/color/ordering reflect the new value. Priority is an urgency classification; it does not assign the ticket and is distinct from Status or the report overdue threshold.

Priority changes are intentionally narrow

A Priority change alters the ticket’s urgency classification and associated color/order/weight. It does not change the ticket Status, requester, Department, Category or assignment. This makes it safe to raise or lower urgency without accidentally changing ownership or lifecycle state.

Verification

  • The new Priority appears on the ticket and Agent Queue summary.
  • Queue/report ordering changes only where QCST uses Priority weight.
  • The assigned Agent and current Status remain unchanged unless you explicitly edit them separately.

Verify the result

  • The test Agent can open the Agent Queue and see allowed-Department tickets.
  • The same Agent is denied or does not receive tickets outside the configured Department scope.

Use Priority and Status together

Priority answers “how urgent is this?” while Status answers “where is this in the support lifecycle?” A Waiting on Customer ticket can still be High priority; an Open ticket can be Low priority. Keeping the concepts separate makes Agent Queue sorting and reports easier to interpret and avoids using status names as improvised urgency flags.

Community Discussion

For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.