Prioritized Appointments

Prioritized Appointments let you sort certain Next Steps to the top of a technician’s WorkBoard, even if the ticket itself is Low Priority.

This is useful when you need a specific Next Step to be handled first — for example:

• Responding quickly to a customer email
• Handling a VIP request
• Clearing a blocker for another team

How to Create a Prioritized Appointment

There are two ways to flag a Next Step as Prioritized:

1. Through Next Step Definitions (Rules)

This is the best way if you always want certain types of Next Steps to be prioritized.

• Go to Admin Portal → Scheduling → Next Steps (Table)
• Find and edit the Next Step Rule you want
• In the main settings, set the Priority for NORMAL to HIGH

Now, any Next Step created from that Rule will automatically be a Prioritized Appointment.

2. When Creating a Next Step Manually

You can also flag a single Next Step as Prioritized when creating it inside a Ticket.

• Open the Autotask Ticket
• Click +Next Step
• Check Force High Priority

This will make just that one Next Step a Prioritized Appointment.

What Happens After You Prioritize?

When a Next Step is marked as Prioritized, Rocketship automatically moves it higher in the technician’s WorkBoard.
This way, important actions happen faster — without needing to change the overall Ticket Priority.