How can we change the priority if the ticket is marked overdue? we just need the display to change from Normal to High and need to list these tickets on the top of the Open board for agents.
Someone would have to edit the ticket and change the priority to high.
You can edit the queue and have over due tickets highlighted in red (thats what we do).
This doc might help you do something similar
Thanks for the info. Yeah, that is what we did for now.