Priorities
Customise, translate, colour and reorder ticket priorities, and see which priorities tickets still use.
Every ticket has a priority. Each workspace starts with four: Low, Medium, High and Critical. Admins can change them in Settings → Priorities, on the page Ticket priorities.
Add a priority
Create it
Click New priority.
Name it
Enter a name of up to 60 characters. Add a translation for each language your team or customers use.
Pick a colour (optional)
Choose a Color so the priority stands out in lists.
Place it
Drag the priority to its place in the order.
Rename, translate and reorder
You can rename a priority, change its translations and colour, or drag priorities into a new order at any time. Renaming does not change the priority on existing tickets. The In use by tickets count shows how many tickets have each priority.
Delete a priority
- You cannot delete a priority that tickets still use. Change those tickets to another priority first.
- You cannot delete the last remaining priority: at least one is required.
Priorities and SLAs
SLA targets are set per priority, so a higher priority can have shorter first-response and resolution times. If a ticket's priority changes, its running targets are recalculated. See SLA and response times.