We have a few district wide tickets that need to be put in correctly so they go quickly to the right Agent. I had accomplished this previously by naming them with a symbol at the beginning, so the ABC Order sort stuck them above all other Software issues. This seems to have changed recently and I can’t get it to go back up there. Any ideas on how I can fix this? It’s causing havoc to our Web Team and Safety Team.
I tried all sorts of variations of A’s and symbols, even numbers, none worked. What I did discover was that it seemed like it was prioritizing based on the actual model category name, instead of the model names. I played around with custom model names and got my 2 categories back up top for now, but that also pushed a few others that shouldn’t have been pushed.
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