How to Customize and Manage the Priority Field
The Priority field in BoldDesk is directly tied to SLA metric targets, which are based on the system’s default priority levels. This ensures accurate SLA calculations and consistent reporting across your tickets.
This article explains the available options to customize these priority values while maintaining SLA accuracy.
Understanding Default Priority Behavior in BoldDesk
When creating tickets—whether initiated by customers or agents—BoldDesk automatically assigns the system’s default priority value. This default priority value is linked to the internal priorityId = 2, commonly identified as Medium.
If your process requires a different default label (such as “Low”), you may rename the existing system-defined Priority values to match your preferred terms. However, renaming does not impact SLA logic; it only changes the displayed labels.
Alternatively, you can use triggers to set the priority based on conditions when a ticket is created. Explore further instructions about How to Set Priority During Ticket Creation and Update.
Modifying Priority Values
It is currently not possible to add additional values to the Priority field. However, you can modify the existing system-defined priority values to better match your operational requirements.
Using Custom Fields for Additional Priorities
If you require additional priority values beyond the system defaults, you can create a custom field—for example, Reason—to capture this information.
You can then map the custom field values to the existing system-defined priority levels using an Update Ticket trigger. This approach lets you retain SLA compatibility while tailoring the setup to your needs.
In the above trigger, when you change the Priority to the required values, you can simply update the Reason field. The relevant Priority will then be updated automatically through the update ticket trigger. Once the additional priority values have been updated, they will align with the system’s priority values, and the SLA will run accordingly.
FAQs
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Can I add new values directly to the system Priority field?
No. The system Priority field doesn’t support adding new options. You can, however, rename the existing system‑defined Priority values to match your workflow. If you need additional priority levels, use a custom field and map it to Priority using Ticket Automation. -
Where do I rename Priority values?
Go to Admin → Tickets → Fields & Forms → Fields → Priority → Edit. Rename labels as needed while preserving the underlying system priorities. -
Will changing a Priority label affect SLAs?
Changing labels does not alter the underlying SLA logic. SLA targets are bound to the system-defined priorities; your label changes are cosmetic for agents and reports.
