Ticket Priority

Ticket Priority helps categorize tickets based on their urgency or importance. It’s used to identify which tickets need faster attention, such as "Urgent" or "High" priority ones.

Helpdesk creates for 4 default ticket priorities for you out of the box.

• High
• Low
• Medium
• Urgent

Adding a ticket type

1. Navigate to desk.
2. In the search bar on top right corner search for "HD Ticket Priority".
3. Click on the first search result.

Why it's important

Ticket Priority is closely tied to SLA (Service Level Agreement) behavior. When a ticket is created, an SLA is applied to it. Each SLA can define different first response and resolution time depending on the priority.

If the ticket priority is updated later, the SLA is recalculated based on the new priority, and first response and resolution time are updated accordingly.

Use Cases

• Automatically escalate critical issues by assigning higher priorities.
• Control response deadlines with different SLAs for each priority level.
• Trigger custom workflows or automations using server scripts based on priority.