According to the picture below laety ben is creating a ticket, the help topic is "Business Critical Outage"(one of the help topics we saw in post-installation) because customers are reporting that they cannot access mobile banking.
Agents will be able to see live tickets in the agent panel. Queue managers will assign priority tickets to the appropriate agents as well as assigning proper SLAs.
In this example, we are setting the priority level of the ticket. The priority has been set to Emergency since we are dealing with an issue that can affect an entire portion of the business. We have changed the SLA plan and assigned the ticket to a top-level technician. In some ticketing systems, customers can set their own SLA plans. this ticket was tackled by agent called Jane Doe.
