Ticket Priorities

Overview

The Ticket priorities page is where you define the priority levels that agents and supervisors assign to service tickets — for example, Critical, High, Medium, and Low. Each priority carries a response time target, which the system uses to calculate SLA compliance on the Dashboard. The display order controls how the priorities appear in dropdown menus across the application.

note

Changes to priority response times affect SLA calculations going forward. Historical tickets already resolved are not recalculated.

How Response Time Drives SLA

When a ticket is resolved, the system compares the actual resolution time against the response-time target of the ticket's priority. This feeds directly into the SLA Compliance metric and the Agent Performance table on the Dashboard.

Example: A ticket is created with priority High (response time: 4 hours). If the agent resolves it in 3 hours, it is counted as SLA met. If it takes 5 hours, it is counted as a breach.

Columns

Column	Description
Name	The priority label shown to agents when creating or updating a ticket (e.g. Critical, High). Required. Maximum 100 characters. Must be unique — the name cannot already be used by any active or archived priority.
Response Time	The target resolution time in hours for this priority (e.g. 4 hrs). Must be at least 1 hour. This value is used for SLA calculations on the Dashboard.
Display Order	The position this priority occupies in dropdown lists. Lower numbers appear first. Must be a positive whole number and unique among active priorities.

Toolbar Actions

Button	Available when	What it does
Save	After adding or editing	Saves all pending changes. Greyed out when there is nothing to save.
New	Always	Adds a blank row at the bottom of the list for you to fill in.
Edit	One row selected	Makes the selected row's fields editable in place.
Archive	One row selected	Archives the selected priority so it no longer appears in ticket dropdowns. The priority is hidden from the list but its data is retained.
Show archived	Always	Toggles the display of archived priorities alongside active ones.

Adding a Priority

1. Select New. A blank row appears at the bottom of the list.
2. Enter a Name (maximum 100 characters).
3. Enter a Response time in hours (minimum 1).
4. Enter a Display order — a positive number not already used by another active priority.
5. Select Save.

tip

Plan your display order before saving. For example, if you already have priorities at positions 1–4, assign your new priority position 5 to keep the list orderly. Gaps in the sequence are allowed (e.g. 1, 2, 5, 10) — the system sorts by the number, lowest first.

Editing a Priority

1. Select the row you want to change.
2. Select Edit. The row's fields become editable.
3. Update the Name, Response time, or Display order as needed.
4. Select Save.

warning

Changing a priority's Response time immediately affects all future SLA calculations for tickets with that priority. Resolved tickets are not retroactively updated.

Archiving a Priority

Archiving removes a priority from all ticket-creation dropdowns without permanently deleting its historical data.

1. Select the priority you want to archive.
2. Select Archive.

To view archived priorities, select Show archived. Archived entries are displayed alongside active ones while this toggle is on.

note

A priority name remains reserved even after archiving — you cannot create a new priority with the same name (including a different case, e.g. HIGH vs high) as an archived one.

Validation Rules

Field	Rule
Name	Required. Maximum 100 characters. Must not match any existing active or archived priority name (case-insensitive).
Response time	Must be a whole number greater than 0 (minimum 1 hour).
Display order	Must be a positive whole number. Must not match the display order of any other active priority. Archived priorities do not block a display order from being reused.

Example: Default Priority Setup

A typical setup for a service company:

Name	Response Time	Display Order
Critical	2 hrs	1
High	4 hrs	2
Medium	8 hrs	3
Low	24 hrs	4

With this configuration, a ticket marked Critical must be resolved within 2 hours to count as SLA met on the Dashboard. The Critical option also appears first in dropdown menus when an agent creates or updates a ticket, because it has display order 1.