Hello @J Pritchard,

Welcome to Freshworks Community! :)

At the moment, Freshdesk does not support relabeling the priority field values. However, you can always create a custom ticket field for Priority and use it for handling tickets in your helpdesk. You can also set up automation rules (Admin > Automation) to map the default priority field with the custom field configured.

Feel free to drop a note here for any further questions and we would be happy to help! 

Cheers,

Freshworks Community Team

This would also be a very useful feature for my organisation.

Current priority definitions to match the company or our supplier priority definitions but we would still like to make use of the impact/urgency matrix rather than have a custom field.

We had to do this same thing. Setup a custom field that is visible to customer’s when creating a ticket in the portal. Hide the “priority” field, and then you use a rule to map the custom field to the priority field and update it accordingly. You should be able to use either in the reports/analytics so it does effectively make the priority field somewhat redundant….other than the SLAs that use it.

It would be good if freshdesk can have this natively, upvoting

Plus one on this, the ‘basic’ priority selection is not clear enough.

Level 1 (Low)

Use this for low impact on sales

Level 2 (Medium)

Use this for higher impact on sales

etc….

The problem with Fresh Desk’s implementation of priorities is that it uses the following values:
Low > Medium > High > Urgent.

Priority is normally derived as a function of IMPACT x URGENCY - i.e. What’s the overall impact to the business and are there circumstances present that increase the need to resolve in a certain timeframe.

By having URGENT as one of the Priority Values, Fresh Desk is mixing up terminology and introducing a degree of ambiguity.

Creating a custom field is a poor work around given the role of Priority within the tool.

Adopting a more traditional P1 - P4 model would be the best way to address this.