Managing VIP Reporters

VIP Reporters is a feature that lets you designate specific employees as high-priority ticket reporters. When an employee is marked as a VIP Reporter, their tickets are automatically treated with elevated urgency, and they are visually distinguished throughout the platform so your team always knows to act quickly on their requests.

This article explains how to assign and manage VIP Reporter status on the People page.

What Is a VIP Reporter?

A VIP Reporter is an employee whose tickets receive priority treatment. This is useful for employees such as executives, board members, or other individuals whose issues require fast resolution.

When an employee has VIP Reporter status:

• A VIP badge and diamond icon appear on their avatar across all tables, dropdowns, and hover tooltips for reporters and assignees, so your team can identify them at a glance.
• Automatic priority is applied to tickets they submit, ensuring those tickets receive the attention and urgency they deserve from the moment they are created.

VIP Reporter status cannot be assigned to service accounts - only to regular employee profiles.

Marking an Employee as a VIP Reporter

To designate an employee as a VIP Reporter:

1. Navigate to the People page.
2. Locate the employee you want to flag as a VIP Reporter.
3. Open the employee's profile or action menu and click Mark as VIP Reporter.

The employee is immediately marked as a VIP Reporter. Their avatar will now display the VIP badge and diamond icon wherever they appear throughout the platform.

Removing VIP Reporter Status

If an employee no longer needs VIP treatment, you can remove their status at any time:

1. Navigate to the People page.
2. Locate the employee whose VIP Reporter status you want to remove.
3. Open the employee's profile or action menu and click Remove VIP Reporter (or the equivalent toggle, depending on your platform version).

The VIP badge and diamond icon are removed immediately, and their tickets will no longer receive automatic priority treatment going forward.

Where VIP Indicators Appear

Once an employee is marked as a VIP Reporter, the VIP badge and diamond icon on their avatar are visible in the following places:

• Ticket tables - Anywhere the employee appears as a reporter or assignee in a list or grid view.
• Dropdowns - When selecting a reporter or assignee from a dropdown menu.
• Hover tooltips - When hovering over an employee's avatar or name anywhere in the platform.

This consistent visibility ensures your team never misses a VIP ticket, regardless of where they are working in the platform.

Best Practices

• Reserve VIP Reporter status for employees who genuinely require faster response times to avoid diluting the priority signal for your team.
• Review your list of VIP Reporters periodically to make sure the designations are still appropriate as your organization changes.
• Communicate with your support team about what VIP Reporter status means and the expected response standards, so the visual indicators translate into consistent action.