Adding a VIP Priority via the Admin Console

This article is outdated and has been merged into our wider documentation on Permissions in DeskDirector.

DeskDirector's VIP system is a great way for you to make sure important people at your clients' companies get prioritized and offered the best service experience. This article will help guide how to setup a VIP Priority.

Adding a VIP Priority via your Admin Console

Login to you DeskDirector admin console then head to System > Feature Configuration > Tickets then scroll to the VIPs section. For ConnectWise, you will need to write in the VIP Priority Name into the field. The selected status must exist in the board/queue you want to enable VIP for in order for it to work. Here's a screenshot of how the option looks for a ConnectWise Instance:

For Autotask, you just need to select the priority from the dropdown. Here's a screenshot of how the option looks for an Autotask instance:

Any tickets submitted by a VIP will inherit the VIP Priority.

"Ensure VIP priority" Feature

If a ticket comes in from a VIP from a different source, the VIP priority is lost and the VIP client's ticket is now considered like a normal ticket. The Ensure VIP priority option will ensure that regardless of the source the ticket was logged from, the VIP priority will be respected. With this feature, we can now make sure VIP clients are just that, VIP.

All you need to set this up is go to your DeskDirector admin console then head to System > Feature Configuration > Tickets and tick the box below the VIP priority setup. 

Additional information: Auto-Approve VIPs

DeskDirector uses approvals which allows your clients to have some control on what tickets make their way to you. We have a separate guide about approvals in DeskDirector which you can check out.

VIPs can bypass this process if you wish to do so. Just head to System > Feature Configuration > Tickets then look for the Approvals section.

Enabling VIP auto-approve would mean that any tickets a VIP submits, will not go through the approval process.

Related article:

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