Hi Ryan,

Currently, it is not possible to edit the priority field as it is present by default and is part of our structure. Furthermore, the priorities are tied to the SLA policies and are hard coded into the Freshdesk system.

Also, you'll be add custom statuses like "waiting on customer" to your status field. By default, every ticket in Freshdesk can have one of 4 statuses: Open, Pending, Resolved or Closed. 

Additionally, if you are on the Blossom or higher plans, you can also create your own ticket statuses based on your business and use them to define specific stages that a ticket can be in or go through, during your support process.

Hope this clarifies. 

Cheers!