How to Configure Ticket Priorities?

Priorities define the urgency of tickets. You create a list of priorities (e.g. "Low", "Medium", "High", "Critical") and assign them to tickets. Priorities help operators and the system determine processing order.

When You'll Need This

  • You need to create or edit ticket priorities.
  • You need to set priority weights for sorting.
  • You need to restrict priorities to specific bots.

What's Important to Know

  • Priority — a level of urgency for a ticket (e.g. Low, Medium, High, Critical).
  • Weight — a numeric value used for sorting; higher weight usually means higher priority.
  • Default — one priority can be marked as default for new tickets.
  • Bots — priorities can be global or restricted to specific bots.

Before You Start

  • You are logged in with supervisor or administrator rights.
  • You have access to operator panel settings.

Step-by-Step Instructions

1. Open Priorities Settings

  1. Go to the Settings module through the menu or directly at /settings-page.
  2. In the sidebar, expand the Operator Panel group (labels may differ depending on UI language).
  3. Click on "Priorities" (/settings-page/priorities).
  4. A page with a list of existing priorities opens.

2. Create New Priority

  1. On the priorities page, click the "Create" or "Add" button.
  2. In the form:
    • Name — enter the priority name (e.g. "Low", "Medium", "High", "Critical").
    • Weight — enter a numeric value for sorting (higher = more urgent).
    • Bots — optionally restrict to specific bots; leave empty for global.
    • Color — choose a color for display.
    • Default — check if this priority should be the default for new tickets.
  3. Click "Save" to create the priority.

3. Edit Existing Priority

  1. In the list, find the priority and click on it to open the edit form.
  2. Change the name, weight, bots, or color as needed.
  3. Click "Save" to apply changes.

4. Delete Priority

  1. In the list, find the priority.
  2. Use the delete action (if available).
  3. Confirm deletion.

What Happens Next

  • Priorities appear when creating or editing tickets.
  • Operators can assign priorities to tickets.
  • The system can use priorities for sorting and SLA calculations.

How to Verify Everything Worked

  • Create a new priority.
  • Create or edit a ticket and verify the new priority appears in the list.
  • Check that priorities are displayed correctly in the ticket list.