Priorities
Priority is an urgency rank attached to every ticket. It's independent of status: a ticket can be In progress and Urgent, or Waiting on customer and Low. Priority drives sorting in agent queues and is the most common predicate inside workflow conditions.
The model
Priorities are an ordered list owned by the org. Each has a name, a color, and a position; a higher position means more urgent. Manage them under Settings, Priorities: rename, recolor, add, and reorder with the up/down controls. There is no hardcoded set; the defaults seeded for a new org are a starting point, not a constraint.
How a ticket gets its priority
Priority is computed at submission. Your ticket form templates carry scoring rules: each answer can add points (e.g. "production down" adds more than "cosmetic issue"), and the template's thresholds map the total score to a priority. A user reporting a production outage lands at the top of the queue without an agent touching anything.
Agents can always override the computed priority from the ticket view, and a workflow can change it with the set_priority action.
Why scoring instead of a picker
Letting users pick their own priority means everything is urgent. Scoring answers instead keeps the signal honest: the questions you ask ("Is production affected?", "How many users?") determine urgency, and users never see the mechanics.
Design the questions and their scores in the template editor; see the thresholds section there to tune how scores map to priorities.
Next
- Drive routing decisions based on priority in workflows.
- See where priority appears on the ticket model in tickets-and-statuses.