Each ticket has its priority, which shows the level of its importance. This is one of the key factors for the service functioning. It influences a ticket SLA (Service Level Agreement) level and the deadline.
Ticket priorities are chosen by the administrator during the system setup. Priorities by default include the following types: Urgent, Normal, Low.
The priority for each ticket can be indicated either by a support service agent at any stage or by the customer at the stage of a ticket creation. You can also set priorities automatically, using triggers.