The ticket priority property only allows for low, medium, or high priority. It's important to also have the urgent option to track tickets that need to be addressed immediately
I would like to take this suggestion one step further. We actually created our own "Severity" field, since Priority field is not editable.
It would be good if the Priority field could be edited to include customer configurable levels. We would use:
1. Critical - System Down
2. High - No Workaround
3. Medium - Workaround Available
4. Low - General Inquiry
On a parallel thought though, if we could configure the Service Desk Dashboard Tiles to leverage our custom "Severity" field rather than HubSpot system field "Priority". That would help also.
It will be really great if we can allow users to edit this property. Often, we run into cases with priority levels that are in between the 3 tiers we currently have, there might also be different SLAs depending on the case here, it will be helpful to allow them to define their own priorities and SLAs here.
This is something that we need for our workflows. I find it a little alarming that we are unable to change this simple setting. The interface is all there but just grayed out. We pay A TON in licensing fees for this application. This should be something we are able to do. When can we expect this to be working? We have been asking since November 6th 2020. Today is March 24th, 2023.
Being able to customize and edit our priority levels and having it reflect in SLA's is something that is absolutely necessary on our end as we have more complicated SLA's with our clients than simply low, medium, and high.
I'd like to set SLAs based on issue topic/complexity rather than priority (which in my mind is something different, e.g. a task could be urgent but complex so requires a longer SLA to close) - simply being able to rename the priority property to reflect this, and add alternative values, would help massively.
Would love the ability to edit the field values on the Case/Ticket "Priority" property. We use Salesforce for our CRM and use Service Cloud for customer support. We're piloting a process of sending CSAT feedback surveys from HubSpot when a Salesforce Case is closed. My first sync of Salesforce Cases failed because the property values didn't match, as we use "Critical" in Salesforce as well as the normal Low, Medium, High.
In the meantime, I created a custom "Priority" property so I could properly sync Salesforce Cases to HubSpot.
3 years later and this still isn't a thing?! Hubspot are you for real?! Just unlock the options, they are already there! Just let us use them. Is this some kind of weird control thing with the developers? What's the issue here?
