FormFlow documentation

Priority Engine

The Priority Engine automatically assigns a priority to incoming tickets — so your team always sees the most important requests first.

Available onAgency

Documents version1.5.3

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What this does

Instead of every ticket looking the same, the Priority Engine evaluates new tickets and sets a priority level automatically. Agents can still adjust it, but the queue starts out sensibly ordered.

Why it exists: not all tickets are equal. Prioritizing automatically means urgent issues aren’t buried behind routine ones.

Typical use cases

  • Surfacing urgent or high‑value customer issues first.
  • Keeping a busy support queue organized.
  • Reducing the manual triage agents have to do.

How it works

  1. Enable Ticketing on FormFlow → Features (Support Desk group). (Agency)
  2. New tickets are evaluated and assigned a priority automatically.
  3. Agents see priority in the Agent Dashboard and can re‑prioritize as needed.

Tips & Best Practices

  • Let it do the first pass, then let agents fine‑tune priority where their judgment is better.

  • Work high priority first to keep response times strong where it matters.

  • Review your queue regularly so nothing important slips.

  • Combine with clear statuses so priority and progress are both visible.

Frequently Asked Questions

Is the Priority Engine available on Free or Pro?

No — it’s part of the Agency ticketing system.

Can agents override the assigned priority?

Yes — priority can be adjusted manually in the Agent Dashboard.

Does it change existing tickets?

It assigns priority to tickets as they come in; agents manage ongoing tickets from the dashboard.

Where do I see the priority?

On each ticket in the Agent Dashboard.

Does it guarantee response times?

It orders your queue to help you respond to important tickets sooner; response times still depend on your team.

Do I need to configure it?

It works once ticketing is enabled; agents can adjust priorities as needed.

TicketingTicketing — OverviewFormFlow's built-in support desk: customers submit requests through a form and your team manages them from a dedicated dashboard, all inside WordPress.TicketingAgent DashboardThe Agent Dashboard is where your support team views, responds to, and manages tickets — the staff side of FormFlow's ticketing system.TicketingTicket FormThe Ticket Form is how customers submit a support request. It's built with Elementor and captures everything your team needs to help.TicketingCustomer My AccountCustomers can view and follow their support tickets right inside the WooCommerce My Account area — so they always know the status of their requests.