VIP care on the service desk

The VIP star you set on a contact, from the service side or the sales side, follows that person onto the service desk. Settings › Sales and CRM › VIP care decides what the star does there.

Wherever a ticket shows its requester (the ticket header, the Person panel, Up next, Dispatch, boards and search) a starred person carries a small star. Hover it to see why, for example "VIP · Executive · starred by Priya, Mar 3", or "Important to the account team" when the star is the account team's and you do not have CRM access. Search for VIP to find their tickets.

Each reason has a switch under Who moves up the list. When a starred person's reason is on, their Normal ticket sits with High tickets and their Low ticket with Normal ones, soonest deadline first; at the same deadline, the ticket that already had the priority goes first. Urgent stays Urgent and security tickets still come first. Every service reason is on by default; account team reasons are off, so a sales star does not move tickets unless you choose.

The priority on the ticket, anything in your PSA, and the reply time you promised the customer. The welcome reply never mentions VIP.

• With Make C-level titles VIP automatically on (the default), a CEO, CFO, owner or other C-level title counts as a VIP. Take the star off one person and they stay off even if the title still matches.
• Name your senior engineers under VIP routing; a starred person's ticket goes to one of them first when they have time, and to anyone suitable when none is free.
• When a starred person opens a ticket, their account owners get one bell and one email that day, and the ticket shows a VIP care row in What Current did.
• Engineers and project managers press Ask to star on the Person panel; a service manager, dispatcher or vCIO approves in one press.