Overview
The HD Ticket Priority DocType defines the urgency levels used to classify helpdesk tickets. Priority determines which tickets need faster attention and, together with the SLA, drives the first response and resolution time targets for every ticket.
How to Navigate to HD Ticket Priority
- Go to Desk.
- Click on Search, type HD Ticket Priority, and open the first result.
- If you can’t find it, open this URL directly in your browser:
<site_name>/app/hd-ticket-priority
Default Priorities
Helpdesk ships with four priorities out of the box, ordered from most to least urgent:
- Urgent
- High
- Medium
- Low
Key Properties
| Field | Type | Description |
|---|---|---|
| name | Data (set on creation) | The priority’s name shown to agents (e.g. Urgent, High). |
| level | Select — Urgent / High / Medium / Low (Default: Medium) | Severity level used to rank the priority and render its icon in the ticket list. |
| description | Small Text | Optional note describing when this priority should be used. |
| disabled | Check (Default: 0) | If enabled, the priority is hidden and can no longer be assigned to tickets. |
Adding a Ticket Priority
- Navigate to Desk and open HD Ticket Priority (see above).
- Click + Add HD Ticket Priority.
- Enter a name, choose a level, and optionally add a description.
- Save.
Why it's important
Ticket Priority is closely tied to SLA (Service Level Agreement) behavior. When a ticket is created, an SLA is applied to it if one matches, and each SLA defines a different first response and resolution time for every priority.
If the ticket priority is updated later, the SLA is recalculated based on the new priority, and the first response and resolution time are updated accordingly. If no SLA covers the new priority, the ticket is left without an SLA and its targets are cleared.
A priority only gets targets from the SLAs that list it.
An SLA sets response and resolution targets per priority, and applies to a ticket only if it includes that ticket's priority. A priority that no SLA lists is still usable — tickets on it simply have no SLA and no targets. When you add a new priority, add it to whichever SLAs should cover it.
Use Cases
- Automatically escalate critical issues by assigning higher priorities.
- Control response deadlines with different SLAs for each priority level.
- Trigger custom workflows or automations using server scripts based on priority.