There is 4 standard priorities:

Low Medium High Urgent

Each priority has its own SLA metrics assigned to them. It is important to always select the correct Priority of the new email sent out.

By default the priority is set to Low, Automations are setting it to Medium or Urgent depending on the Query Type, however when you send out a new email it will be default low and you will be required to change it according to the Query Type.

Whenever you send out a new email to the customer you will need to select the Priority:

Urgent Priority all cases related to Sameday SLA Customer orders or Inventory related Queries that is urgent for order. Medium Priority everything else.

Currently we are not using either Low or High priorities, make sure NOT to select these priorities when sending out your new emails.