Ticket priorities

A ticket's priority indicates how urgently it needs attention, and determines its position in sorted views and reports. Service Desk includes four default priorities, and administrators can add, edit, reorder, and retire priorities to match how their MSP triages work.

Default priorities

Service Desk ships with four priorities:

• Critical
• High
• Medium – the default priority that is applied to new tickets.
• Low

Each priority has a name, an optional description, and a color indicator that appears next to the priority throughout Service Desk, making it easy to scan ticket lists at a glance.

Priority order and the default priority

Priorities are listed in order of urgency, with the highest priority at the top. This order determines how priorities are sequenced in dropdown lists and sortable columns throughout Service Desk.

The default priority is automatically applied to new tickets unless a technician selects a different one. Only one priority can be set as default, and it must be active.