# Edit the SLA Properties

**URL:** <https://community.hubspot.com/t/edit-the-sla-properties/84636>\
**Category:** HubSpot Ideas\
**Tags:** help-desk\
**Created:** [July 4, 2023, 10:05am UTC](https://community.hubspot.com/t/edit-the-sla-properties/84636 "2023-07-04T10:05:26Z")\
**Posts on this page:** 4\
**Page:** 1

<div class="post-metadata">

**Author:** ![LCunningham1](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/lcunningham1/32/11171_2.png) [@LCunningham1](https://community.hubspot.com/u/LCunningham1)\
**Post date:** [July 4, 2023, 10:05am UTC](https://community.hubspot.com/t/edit-the-sla-properties/84636/1 "2023-07-04T10:05:26Z")

</div>

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.

---

<div class="post-metadata">

**Author:** ![Wenders](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/wenders/32/29572_2.png) [@Wenders](https://community.hubspot.com/u/Wenders)\
**Post date:** [July 4, 2023, 4:04pm UTC](https://community.hubspot.com/t/edit-the-sla-properties/84636/2 "2023-07-04T16:04:20Z")

</div>

Really need this - don’t believe no one has an urgent ticket status ?

---

<div class="post-metadata">

**Author:** ![LFaile](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/lfaile/32/91600_2.png) [@LFaile](https://community.hubspot.com/u/LFaile)\
**Post date:** [July 13, 2023, 8:04pm UTC](https://community.hubspot.com/t/edit-the-sla-properties/84636/3 "2023-07-13T20:04:10Z")

</div>

Everything already stated here. It’s impossible to understand what’s happening within a support department when SLA’s are so limited.

---

<div class="post-metadata">

**Author:** ![jnix284](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jnix284/32/29_2.png) [@jnix284](https://community.hubspot.com/u/jnix284)\
**Post date:** [August 8, 2023, 1:05am UTC](https://community.hubspot.com/t/edit-the-sla-properties/84636/4 "2023-08-08T01:05:27Z")

</div>

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.