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Change the Priority of a Care Case

A Care case gets a priority assigned at the moment of escalating a Community message to Care (see Escalate a Community Message to Care). The priority can be one of the following:

  • Low

  • Medium

  • High

  • Urgent

You can change the priority of a case at any point. You do not have to be assigned to a case to be able to change the case priority.

If you have a service-level agreement (SLA) in place, changing the priority of a case, especially raising it (for example, switching from Medium to High), may cause an immediate breach of the SLA milestones for the case. For more information, see Set Up an SLA in Care.


  1. Click the case whose priority you want to change.

  2. On the Case tab of the case property panel, click the Priority dropdown and select the priority level that you want to set for the case.


    The priority is changed.

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