Default Priority and Edit Status Fields

C'mon… sometimes I wonder why we're using this system. How is it possible that this is not implemented yet? Default priority level seems pretty obvious…

June has a great point. Being able to rename these would be awesome. I, for one, would prefer to not have one named "Low" because a customer could find that offensive.

This is proving to be an issue too.. The ability to rename priorities would be the most important, and the ability to set a default status for all tickets is important too.

At present we don't give the customer the option of specifying the priority, because they all pick high.. i mean why wouldn't they. I would prefer to keep it really simple and just have "normal" and "urgent/high/critical/onfire" as the options

Noticed this issued has been flagged 6 years ago. 

I am facing this issue as well. 

I am all for being able to define the default priority level, but certainly not to just changing the default to "Medium". In our case, we prefer tickets being set to low priority as a default and let our agents decide whether it should be at a higher priority. For special customers, a Dispatcher rule does the job or a simple URGENT in the subject suffices. If we were to let customers set the priority of the tickets, none would be at low priority and most would be at high or urgent and we would fail SLAs daily.

I also think that having the possibility to allow a Dispatcher rule to not stop the search for the next rule is a great idea.

Circling round on this 5 years later, can't believe this is still bouncing around. Commenting here as I only found 3 posts on a similar topic: renaming the priority.

There's two issues in this thread: 

1) Add an option to set the default level for tickets. Ideally, this would be a variable default per account, so it wouldn't affect anyone's else's setup. 

2) Allow us to rename the priority levels, so "LOW" can't ever be accidentally seen by a customer. You allow us to change the field name for the customer, but not the value.

If we had the option to rename the priority levels that might solve this issue for a good chunk of folks. 

I'd prefer the following: Critical, Urgent, Important, Routine (currently Low). Routine doesn't have the negative feeling that "Low" does where they feel unimportant.

@Josh- of you two points I don't think option 1 is really required, as long as the word "Low" could be changed to something else. The "Automations" (Dispatch'r Rule) offer enough possibilities otherwise.

But just being able to rename the levels has the big problem that this can only be done in one language.

Yea, I know, I commented on this 5 years ago on the first and second page explaining how to accomplish that process. 

I was simply identifying there are two requests floating throughout this thread, and I was speaking to the 2nd one. 

I'm on day 2 of Freshdesk trial, and this is one of the first features we are needing. And it's been requested for 8 years without any progress!? 

@David I think some of what you want is possible. At the beginning of this thread the solution given to set the priority was a Dispatch'r Rule There was an objection to that (only one rule performed), but that now no longer applies. You now find this in Automations (has replaced among others Dispatch' Rules). You can therefore set priorities based on your own criteria.

As far as I am aware, you cannot rename the priority levels. We have made the field not visible to customers as we do not feel it is useful to have discussions on this.

For the Status field you can add new values, and you can alter descriptions, separately for what the agent sees and what the customer sees. However, there is functionality linked to some of these fields and that is not completely customisable. You can indicate whether the SLA timer should be applied to the various entries of not.

Just felt that if you were new you might like to understand what most people in this thread already know.

having same issue.FIX IT