In ticket properties against the SLA’s there are only High, Medium and Low priorities, we should have the option to edit these/add to them as we do also have an urgent priority as a business that has a separate SLA to high.
I know i can create custom properties, but then the reporting/SLA around this wouldn’t work.
Really need this - don’t believe no one has an urgent ticket status ?
Everything already stated here. It’s impossible to understand what’s happening within a support department when SLA’s are so limited.
flexibility with the priority would be great, Urgent is critical, but also redefining/rewording High, Medium, and Low to be more relevant to the business use case.