Ticket Priorities
Ticket Priorities define the urgency of support requests in Frappe Helpdesk. They help support teams determine which tickets require immediate attention and ensure that critical issues are handled before less urgent ones.
Priorities work together with Service Level Agreements (SLAs) to determine the expected first response and resolution times for every ticket. By assigning the appropriate priority, your team can maintain consistent service levels and meet customer expectations.
Tip
Whenever you create a new ticket priority, remember to add it to every SLA policy. Otherwise, Helpdesk won’t be able to calculate response and resolution targets for tickets using that priority.
Default Ticket Priorities
Frappe Helpdesk includes four ticket priorities by default, arranged from highest to lowest urgency:
- Urgent
- High
- Medium
- Low
Creating a Ticket Priority
Ticket Priorities are managed from the HD Ticket Priority DocType.
- Switch to Desk.
- Search for HD Ticket Priority.
- Open the HD Ticket Priority DocType.
- Click New.
- Enter a Name.
- Select the appropriate Level.
- Optionally add a Description.
- Save the document.
Ticket Priority Fields
Each Ticket Priority contains the following fields:
| Field | Description |
|---|---|
| Name | The display name of the priority, such as Urgent or High. |
| Level | Determines the severity level and the icon displayed throughout Helpdesk. |
| Description | An optional explanation describing when this priority should be used. |
| Disabled | Prevents the priority from being assigned to new tickets while preserving existing records. |
How Ticket Priorities Work
When a ticket is created, Helpdesk applies an SLA based on your configured SLA policies. Each SLA defines separate First Response and Resolution targets for every ticket priority.
If the priority of a ticket changes later, Helpdesk automatically recalculates the SLA deadlines using the newly selected priority.
This allows support teams to adjust response expectations as the urgency of an issue changes.
Using Ticket Priorities with SLAs
Each SLA policy stores response and resolution targets separately for every ticket priority.
For example:
| Priority | First Response | Resolution |
|---|---|---|
| Urgent | 30 minutes | 2 hours |
| High | 1 hour | 4 hours |
| Medium | 8 hours | 24 hours |
| Low | 24 hours | 72 hours |
Whenever a new priority is added, you should update every SLA policy and configure response and resolution targets for that priority.
Important
Every active ticket priority should be included in every SLA policy. If a priority is missing from an SLA, Helpdesk cannot calculate response or resolution deadlines for tickets using that priority. Disabling a priority removes this requirement.
Common Use Cases
- Prioritize business-critical incidents over routine requests.
- Apply different SLA targets based on ticket urgency.
- Trigger workflow automation or Server Scripts based on ticket priority.
- Create reports showing ticket volume by priority.
- Help agents identify which tickets require immediate attention.
Best Practices
- Use priorities consistently across your support team.
- Reserve the Urgent priority for business-critical issues only.
- Review SLA targets whenever you add or modify priorities.
- Keep priority descriptions clear so agents know when each level should be used.
- Disable unused priorities instead of deleting them to preserve historical data.
Related Features
- Service Level Agreements (SLA)
- Ticket Types
- Server Scripts
- Ticket Assignment
- Teams
