Help Center · Programs
Priority Support
Top Rated sellers jump the queue — faster first responses and, often, a more senior agent on your ticket.
3 min read
When you're running a busy business, a slow support reply costs real money. Priority Support moves your tickets to the front of the line so you're unblocked sooner.
What Priority Support gives you
Front of the queue
Your tickets are prioritized over standard ones, so your first response lands faster.
A faster SLA
You're held to a quicker response target — less waiting when something's time-sensitive.
Often a senior agent
Priority tickets are frequently routed to more experienced agents who can resolve complex issues in one pass.
Think of it as queue priority and a tighter response time — not necessarily a 24/7 phone line. The goal is simple: get you a useful answer, sooner.
How to open a ticket
- 1
Go to the Help Center
Open Help and start a request describing your issue.
- 2
Give it context
Include the order or gig involved and what you expected — concrete details let an agent resolve it on the first reply.
- 3
Submit
If you're Top Rated, your ticket is automatically flagged for priority handling. No extra step required.
- 4
Track the reply
Watch for the response in the Help Center and your notifications, then continue the thread there.
Who gets it
Priority Support is a Top Rated seller benefit. Reach Top Rated by meeting the performance metrics on your level overview. Sellers in the Vetted Pro program also enjoy elevated, all-level benefits.
Help us help you faster
A clear subject, the order ID, and one sentence on what you want to happen will almost always get you a faster, more accurate resolution — priority queue or not.
Frequently asked
Not necessarily. It's queue priority and a faster response target on your Help Center tickets — you reach a knowledgeable agent sooner, usually in writing.
No. If you're Top Rated, eligible tickets are flagged automatically when you submit them.
You still get full Help Center support — just on the standard queue. Work the metrics on your level overview to unlock priority handling.
It speeds up the first response and routing. Complex cases may still take a few exchanges, but you'll move through them faster.
Check your level
See how close you are to Top Rated and its perks.
Keep reading
Still have questions?
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