Priorities

There are 4 different level of priorities. When you search or List All, it will show the Emergencies at the top and the New Calls at the bottom.

Emergency

High

Normal

New Call

All calls that come in to the WonderDesk are assigned the New Call priority. The newest of the new calls is at the very bottom, and the oldest Emergency is at the very top. As calls get older, they work their way up inside that priority.

If a customer modifies his/her call, it sets the priority back to New Call so that the technician knows to look at it again.

Emergency Flag

This is different from the Emergency priority. If a customer checks the Emergency box, a red emergency flag image will appear next to that call. The proper emergency emails/pagers have been notified, and the techs can see the flag flying next to that call when they log in.