{"id":29328,"date":"2024-11-09T07:10:13","date_gmt":"2024-11-09T07:10:13","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&#038;p=29328"},"modified":"2026-03-16T09:02:28","modified_gmt":"2026-03-16T09:02:28","slug":"priority-field-in-ticket-forms","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/priority-field-in-ticket-forms\/","title":{"rendered":"Managing the priority field in ticket forms"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"29328\" class=\"elementor elementor-29328\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4d3ec21 e-flex e-con-boxed e-con e-parent\" data-id=\"4d3ec21\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4c3a4d0 elementor-widget elementor-widget-template\" data-id=\"4c3a4d0\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35544\" class=\"elementor elementor-35544\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00eb9f3 e-flex e-con-boxed e-con e-parent\" data-id=\"00eb9f3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c8b655 elementor-widget elementor-widget-html\" data-id=\"9c8b655\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Standard<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n  <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a71f273 elementor-widget elementor-widget-text-editor\" data-id=\"a71f273\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW122059477 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW122059477 BCX0\">The priority field in ticket forms enables you to assign a level of importance to each ticket. By adjusting the priority, you can set the urgency of a ticket and ensure that it is handled appropriately. This guide will cover how the priority options work for support agents and contacts, explain the default priority setting, and clarify how this feature interacts with Service Level Agreements (SLAs).<\/span><\/span><span class=\"EOP SCXW122059477 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5b9f2b7 e-flex e-con-boxed e-con e-parent\" data-id=\"5b9f2b7\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cdd28ba elementor-widget elementor-widget-heading\" data-id=\"cdd28ba\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Understanding the priority options <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1008164 e-flex e-con-boxed e-con e-parent\" data-id=\"1008164\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5ffa2b2 elementor-widget elementor-widget-text-editor\" data-id=\"5ffa2b2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW56905518 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW56905518 BCX0\">In the <\/span><span class=\"NormalTextRun SCXW56905518 BCX0\">t<\/span><span class=\"NormalTextRun SCXW56905518 BCX0\">icket <\/span><span class=\"NormalTextRun SCXW56905518 BCX0\">f<\/span><span class=\"NormalTextRun SCXW56905518 BCX0\">ields section, the <\/span><span class=\"NormalTextRun SCXW56905518 BCX0\">p<\/span><span class=\"NormalTextRun SCXW56905518 BCX0\">riority field includes four default choices: Low, Medium, High, and Urgent. Support agents can use these to classify tickets, while contacts <\/span><span class=\"NormalTextRun SCXW56905518 BCX0\">submitting<\/span><span class=\"NormalTextRun SCXW56905518 BCX0\"> tickets can select one of these priority options depending on your setup.<\/span><\/span><span class=\"EOP SCXW56905518 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a74422d e-flex e-con-boxed e-con e-parent\" data-id=\"a74422d\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-8ffda3a e-con-full e-flex e-con e-child\" data-id=\"8ffda3a\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-48819a1 e-grid e-con-full e-con e-child\" data-id=\"48819a1\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-17cd744 elementor-widget elementor-widget-image\" data-id=\"17cd744\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"837\" height=\"605\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/11\/priority-ticket-field-desk365.png\" class=\"attachment-full size-full wp-image-32800\" alt=\"priority-ticket-field-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/11\/priority-ticket-field-desk365.png 837w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/11\/priority-ticket-field-desk365-300x217.png 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/11\/priority-ticket-field-desk365-768x555.png 768w\" sizes=\"(max-width: 837px) 100vw, 837px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-61ec495 elementor-widget elementor-widget-image\" data-id=\"61ec495\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"760\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/11\/default-priority-field-displayed-in-support-portal-desk365-1024x760.png\" class=\"attachment-large size-large wp-image-32801\" alt=\"default-priority-field-displayed-in-support-portal-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/11\/default-priority-field-displayed-in-support-portal-desk365-1024x760.png 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/11\/default-priority-field-displayed-in-support-portal-desk365-300x223.png 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/11\/default-priority-field-displayed-in-support-portal-desk365-768x570.png 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/11\/default-priority-field-displayed-in-support-portal-desk365.png 1180w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-20646ca e-flex e-con-boxed e-con e-parent\" data-id=\"20646ca\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8559001 elementor-widget elementor-widget-text-editor\" data-id=\"8559001\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Low<\/span><\/b><span data-contrast=\"auto\">: This level is for support requests or issues that do not require immediate attention. These tickets can be resolved at a slower pace without affecting overall customer satisfaction.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Medium:<\/span><\/b><span data-contrast=\"auto\"> The medium-priority option is used for issues that are more important than low-priority ones but do not require immediate intervention. These should be addressed after urgent and high-priority tickets.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">High:<\/span><\/b><span data-contrast=\"auto\"> High priority signifies that the ticket needs prompt attention. Issues labeled with this priority are significant and can impact the user experience if left unresolved.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Urgent:<\/span><\/b><span data-contrast=\"auto\"> Urgent tickets require immediate action, often representing critical system failures or high-impact issues. These tickets are generally at the top of the queue for resolution.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">You can also customize the names of these priority levels for contacts to make the labels more relevant to their needs or understanding. Additionally, there\u2019s an option &#8220;Remove for Contacts&#8221; to hide specific priority levels for contacts, which gives you control over how contacts can assign priority to their own tickets.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1c3b794 e-flex e-con-boxed e-con e-parent\" data-id=\"1c3b794\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-736bc67 elementor-widget elementor-widget-heading\" data-id=\"736bc67\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Setting default priority <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8ca25a1 e-flex e-con-boxed e-con e-parent\" data-id=\"8ca25a1\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4334327 elementor-widget elementor-widget-text-editor\" data-id=\"4334327\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW80755899 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW80755899 BCX0\">When configuring the priority field, you can select a default priority. This default will be automatically assigned to any ticket created unless otherwise changed by the <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW80755899 BCX0\">contact<\/span><span class=\"NormalTextRun SCXW80755899 BCX0\">.<\/span><\/span><span class=\"EOP SCXW80755899 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f63dca2 e-flex e-con-boxed e-con e-parent\" data-id=\"f63dca2\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d904831 elementor-widget elementor-widget-image\" data-id=\"d904831\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"832\" height=\"617\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/11\/setting-default-priority-type-to-high-desk365.png\" class=\"attachment-large size-large wp-image-32802\" alt=\"setting-default-priority-type-to-high-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/11\/setting-default-priority-type-to-high-desk365.png 832w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/11\/setting-default-priority-type-to-high-desk365-300x222.png 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/11\/setting-default-priority-type-to-high-desk365-768x570.png 768w\" sizes=\"(max-width: 832px) 100vw, 832px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1fba6d8 e-flex e-con-boxed e-con e-parent\" data-id=\"1fba6d8\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-761e42b elementor-widget elementor-widget-heading\" data-id=\"761e42b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Priority field included in the ticket form <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0ae9044 e-flex e-con-boxed e-con e-parent\" data-id=\"0ae9044\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-50c0300 elementor-widget elementor-widget-text-editor\" data-id=\"50c0300\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">If the priority field is included in the ticket form, the ticket will initially be created with the default priority.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">However, contacts have the ability to change this priority when they submit the ticket. In this case, the default priority will not override the contact\u2019s chosen priority.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4134c64 e-flex e-con-boxed e-con e-parent\" data-id=\"4134c64\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bf606d9 elementor-widget elementor-widget-heading\" data-id=\"bf606d9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Priority field not included in the ticket form <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-18d41a1 e-flex e-con-boxed e-con e-parent\" data-id=\"18d41a1\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b0c8920 elementor-widget elementor-widget-text-editor\" data-id=\"b0c8920\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">If the priority field is not included in the ticket form, any new ticket created will automatically have the priority set to the default you selected.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">For instance, if you set the default to High, all tickets created without a priority selection by the contact will be assigned a High priority.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8195f46 e-flex e-con-boxed e-con e-parent\" data-id=\"8195f46\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2490db4 elementor-widget elementor-widget-heading\" data-id=\"2490db4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Using the \u201cRemove for Contacts\u201d option <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-12cb0ce e-flex e-con-boxed e-con e-parent\" data-id=\"12cb0ce\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ec3bed7 elementor-widget elementor-widget-text-editor\" data-id=\"ec3bed7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">As mentioned above each priority level has a &#8216;Remove for Contacts&#8217; option that allows you to limit which priorities contacts can see or select when submitting a ticket. Here\u2019s how it works:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">If the default priority is set to High but you enable the Remove for Contacts option for High, then any ticket created by a contact will default to Urgent.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Similarly, if the default priority is set to Medium but Remove for Contacts is enabled for Medium, the ticket will be created with a Low priority.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">This setup allows you to control the choices available to contacts while ensuring tickets are still assigned an appropriate priority for agent handling.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-853815d e-flex e-con-boxed e-con e-parent\" data-id=\"853815d\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-417b3c8 elementor-widget elementor-widget-heading\" data-id=\"417b3c8\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How priority affects Service Level Agreements (SLAs) <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a265051 e-flex e-con-boxed e-con e-parent\" data-id=\"a265051\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-de2b602 elementor-widget elementor-widget-text-editor\" data-id=\"de2b602\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Service Level Agreements (SLAs) are time-bound commitments that define the expected resolution time for tickets based on their priority. Each priority level can be associated with specific SLA response and resolution times to ensure that tickets are addressed within agreed timelines.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">Low priority SLA:<\/span><\/b><span data-contrast=\"auto\"> Tickets assigned as Low may have longer SLA times, allowing agents to prioritize more urgent issues first.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">Medium priority SLA:<\/span><\/b><span data-contrast=\"auto\"> Medium priority tickets have shorter SLA times than Low, aiming for a quicker response and resolution without demanding immediate attention.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">High priority SLA<\/span><\/b><span data-contrast=\"auto\">: High priority tickets are time-sensitive and usually have shorter SLA targets, requiring support agents to address these tickets as soon as possible.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">Urgent priority SLA: <\/span><\/b><span data-contrast=\"auto\">Urgent tickets generally have the shortest SLA times to ensure they are resolved promptly due to their critical nature.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Using SLAs in conjunction with the Priority field ensures that tickets are resolved according to their urgency, enhancing customer satisfaction and maintaining a consistent level of service.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Learn more about <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/how-to-configure-slas-and-apply-them-to-tickets\/\"><span data-contrast=\"none\">how to configure SLAs and apply them to tickets<\/span><\/a><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d45f275 e-flex e-con-boxed e-con e-parent\" data-id=\"d45f275\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b734af8 elementor-widget elementor-widget-heading\" data-id=\"b734af8\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Tips for optimizing priority settings <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-617d09d e-flex e-con-boxed e-con e-parent\" data-id=\"617d09d\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c25a6f3 elementor-widget elementor-widget-text-editor\" data-id=\"c25a6f3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Customize priority names:<\/span><\/b><span data-contrast=\"auto\"> Adjust the priority labels for contacts to align with terminology that matches your business context.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Use \u2018Remove for Contacts\u2019 selectively<\/span><\/b><span data-contrast=\"auto\">: Control the choices available to contacts to streamline the priority selection process and ensure the most critical issues are elevated for faster resolution.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Align SLAs with priorities: <\/span><\/b><span data-contrast=\"auto\">Tailor SLA targets to each priority level to improve response times for urgent issues while maintaining balance in your support workflow.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">By using <a href=\"https:\/\/www.desk365.io\/\">Desk365&#8217;s<\/a> priority options effectively, you can streamline ticket handling and ensure that urgent tickets are addressed promptly, while lower-priority tickets are managed appropriately according to available resources.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":17823,"menu_order":7,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-29328","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/29328","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=29328"}],"version-history":[{"count":26,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/29328\/revisions"}],"predecessor-version":[{"id":35739,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/29328\/revisions\/35739"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/17823"}],"prev":[{"title":"Using read only text field in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/using-read-only-text-field-in-desk365\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18099"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=29328"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=29328"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}