Category / Section
Ticket Priority
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Ticket priority is a system default field in the ticket form, and it helps agents in resolving tickets based on their priority. Priority fields are only visible in the agent portal and are available for use only by agents. In the customer portal, the priority field is not shown. Priority plays a major role in defining the SLA policies. The response and resolution time of the SLA can be defined based on the priority.A new priority cannot be added, and the existing ones cannot be deleted. However, you can edit the priority name to your preferred name by editing the priority. Please refer to the screenshot below.
The following is the list of priorities:
| Priority | Description |
|---|---|
| Low | You can create a ticket with a Low priority for minor issues. |
| Normal | When the issue is important but not critical, you can create a ticket with a Normal priority. |
| High | You can create a ticket with a High priority for a major issue. |
| Critical | You can create a ticket with a Critical priority for a breaking issue. |
