Mark high important emails as urgent

Yes!! Really looking for a feature like this. At the moment a workaround is by letting the customer add “Urgent” in front of the subject line and making the automator to work with it. But this is not looking professional. Why is a simple thing like this nog intergrated yet?

This 100% needs adding, same problem

I was literally typing a feature request for this. Please push this one through :)

Commenting to try and bring attention to this (also upvoted). This is a necessary update that has been requested over two years ago at this point.

If Agents have no access to the inbox, working solely out of Fresh Service as intended, they have no other way to know if the email was sent with high priority through no fault of their own. 

Please implement this 😀

We just implemented freshdesk for our customer service team.

There request is legit - to be able to indicate that certain emails are urgent - like when we need clearance documents or delivery details or order confirmations to meet tight deadlines.

Well it’s how you use SLA but I haven’t seen any way to set it based on the incoming priority. 

we would also like to mark outgoing emails with high importance.

Exposing email header data (only the relavent ones) in a structured way would significantly expand automation possibilities for both inbound and outbound email communications.