It gets a red Urgent label under its subject in the queue (a High one gets an amber label), and it is listed under the High and urgent tab while it needs a reply. The emails to your team about it (a customer's reply, and Assigned to you) start their subject with [Urgent]; a High one's do not. The customer sees none of this, and the queue keeps its order, latest activity first. Customers cannot set a priority themselves: every request from the form arrives as normal.
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