Priorities and triage

Priority signals urgency and orders the queue during triage.

The four priorities

SummitPSA uses a fixed set of priorities, highest to lowest:

• critical
• high
• medium (the default for new tickets)
• low

Queues that sort by priority use this exact order, so critical work rises to the top.

Critical handling

Raising a ticket at critical priority triggers a Teams/Slack notification at creation time, so the team sees urgent issues immediately.

Triage views

The Tickets list offers quick views to work a backlog:

• Mine — open tickets you own (plus tickets you watch).
• Unassigned — open tickets with no owner, ready to Claim.
• Needs Reply — open tickets you own where the client replied last and is awaiting your response.
• All — everything you can access.

Each view shows a live count badge, and your chosen view is remembered as your preference. Technicians and dispatchers default to Mine; other roles default to All. You can also filter by status, priority, agent, company, contact, board, and free-text search.