Priority Field needs to be fixed

Fresh Desk’s implementation of priorities uses the following values:
Low > Medium > High > Urgent.

With reference to ITIL (and most other Service Management Frameworks), Priority is normally derived as a function of IMPACT x URGENCY - i.e. What is 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. URGENT is one the parameters feeding into Prioritisation, it is not a Priority Value.

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.