Paul Chadwick

Dear Zac

Thanks for your reply.  I work in the UK health industry (NHS) and tickets within the industry are graded with respect to the impact the issue may have on patient health (with the likelihood of Death being the highest priority).  These are (i.e. your priorities/NHS-defined priorities) Priority 1 = URGENT/CATASTROPHIC, Priority 2 = HIGH/MAJOR, Priority 3 = NORMAL/CONSIDERABLE, Priority 4 = LOW/SIGNIFICANT, Priority 5 = ?/MINOR

 As you may appreciate, having a Priority 3 = NORMAL does not convey the correct level of severity or situation.  As an organisation, we would prefer the label of NORMAL stating MODERATE and the addition of Priority 5 = CHANGE REQUEST to equate to MINOR which would be reflected in the SLA time constraints provided to our client base (which, at present, we have to translate)

Being able to define these labels for ourselves would be ideal

Dear Adam

Thanks.  We did the same thing but it just seemed to make things too complicated for our helpdesk people.  It's a pity the Zendesk priority labels are hard-coded and uneditable

Dear Zendesk Community

Does anyone know if it is possible to change the ticket priority labelling to something more meaningful?  At the moment, priorities are labelled: Low, Normal, High and Urgent and we need to change Normal to something else and add an additonal level for Change Requests.  Any ideas?  Thanks