When just about every organisation manages their SLA responses by Severity, why does the SLA feature in Zendesk only allow us to define response targets based on the field that is called 'Priority' and the name of which can't be edited?
(even Zendesk apparently use Severity according to this link:https://support.zendesk.com/hc/en-us/articles/360051310494-Incident-Management-part-2-How-Zendesk-manages-service-incidents)
Any chance of Zendesk making a change so we could just be allowed to edit the name of the Priority system field to Severity (or select cutom fields as the basis for response targets in which case a custom field called Severity would be an easy solution)
Our end-users get confused when we ask them to select the priority that matches their incident severity.
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