*** Priority levels Ravenna provides five priority levels to categorize tickets: Tickets that have not been assigned a priority level. These tickets should be reviewed and assigned an appropriate priority. Nice-to-have features, minor improvements, or issues that don’t significantly impact users. These can be addressed when time permits. Standard priority for most tickets. These are routine requests, non-critical bugs, or general support issues that can be handled in the normal workflow. Important issues that should be addressed soon but aren’t blocking critical operations. These might include time-sensitive requests or issues affecting key processes. Critical issues that require immediate attention. These are typically system outages, security incidents, or blocking issues that affect multiple users. *** Set priorities Priorities can be assigned in several ways: When creating a ticket, select the priority from the form field. The default priority is Medium unless configured differently on the form. Team members with appropriate permissions can update ticket priority at any time by clicking the priority field in ticket attributes and selecting a new level. Select multiple tickets from the ticket list and use bulk actions to update their priorities simultaneously. Configure workflows to automatically set or escalate priorities based on ticket content, conditions, or events. Set up agent rules to automatically assign priorities based on ticket content analysis. Priority is a required field. All tickets must have a priority assigned. The default priority is Medium unless customized in form settings. *** Configure default priorities Each form can have its own default priority to ensure consistent prioritization across similar ticket types. Go to **Settings > Forms** to configure default priorities. Choose the specific form you want to configure. Click **Settings** for the selected form. Navigate to the **Defaults** section within the form settings. Choose the appropriate default priority level for tickets created with this form. Click **Save** to apply the new default priority setting. **Example:** Set “Bug Report” forms to default to High priority, while “Feature Request” forms default to Low priority. *** Use priorities Filter and sort Use priorities to organize your ticket list: **Filtering** * Filter views to show only specific priority levels * Create saved filters for quick access to high-priority tickets * Use priority filters in dashboards and reports **Sorting and grouping** * Sort tickets by priority (Urgent → Low or Low → Urgent) * Group tickets by priority in list views and Kanban boards * Organize Kanban boards with priority-based columns Priority is displayed as both text labels and colored badges for easy identification. Workflows Use priorities in workflow conditions and actions: **Triggers** * Trigger workflows when tickets are assigned specific priorities * Create escalation workflows for urgent tickets * Set up notifications for high-priority ticket creation **Actions** * Automatically set priorities based on ticket content * Escalate priorities when tickets remain unresolved * Send priority-based notifications to different team members **Conditional logic** * Use priority as a condition in workflow rules * Create different approval processes for different priority levels * Route tickets based on priority and other criteria Learn more about [building workflows](/documentation/automate/workflows/publish) with priority conditions Analytics Use priorities in your analytics and reporting: * Track ticket volume by priority level * Monitor resolution times across different priorities * Analyze team performance on high-priority tickets * Identify priority trends over time * Review priority changes in ticket event history and activity logs

Documentation Index