Skip to main content
Priorities help your team organize and manage tickets based on their urgency and importance. Use four priority levels to ensure the right tickets get attention at the right time.

​
Priority levels

Ravenna provides five priority levels to categorize tickets:

No priority

Tickets that have not been assigned a priority level. These tickets should be reviewed and assigned an appropriate priority.
Nice-to-have features, minor improvements, or issues that don’t significantly impact users. These can be addressed when time permits.
Standard priority for most tickets. These are routine requests, non-critical bugs, or general support issues that can be handled in the normal workflow.
Important issues that should be addressed soon but aren’t blocking critical operations. These might include time-sensitive requests or issues affecting key processes.
Critical issues that require immediate attention. These are typically system outages, security incidents, or blocking issues that affect multiple users.

​
Set priorities

Priorities can be assigned in several ways:

During ticket creation

When creating a ticket, select the priority from the form field. The default priority is Medium unless configured differently on the .
Team members with appropriate permissions can update ticket priority at any time by clicking the priority field in ticket attributes and selecting a new level.
Select multiple tickets from the ticket list and use bulk actions to update their priorities simultaneously.
Configure to automatically set or escalate priorities based on ticket content, conditions, or events.
Set up to automatically assign priorities based on ticket content analysis.
Priority is a required field. All tickets must have a priority assigned. The default priority is Medium unless customized in form settings.

​
Configure default priorities

Each can have its own default priority to ensure consistent prioritization across similar ticket types.
1

Navigate to forms

Go to Settings > Forms to configure default priorities.
2

Select form

Choose the specific form you want to configure.
3

Open settings

Click Settings for the selected form.
4

Access defaults

Navigate to the Defaults section within the form settings.
5

Set default priority

Choose the appropriate default priority level for tickets created with this form.
6

Save changes

Click Save to apply the new default priority setting.
Example: Set “Bug Report” forms to default to High priority, while “Feature Request” forms default to Low priority.

​
Use priorities

​
Filter and sort

Use priorities to organize your ticket list: Filtering
  • Filter to show only specific priority levels
  • Create saved filters for quick access to high-priority tickets
  • Use priority filters in dashboards and reports
Sorting and grouping
  • Sort tickets by priority (Urgent → Low or Low → Urgent)
  • Group tickets by priority in list views and Kanban boards
  • Organize Kanban boards with priority-based columns
Priority is displayed as both text labels and colored badges for easy identification.

​
Workflows

Use priorities in conditions and actions: Triggers
  • Trigger workflows when tickets are assigned specific priorities
  • Create escalation workflows for urgent tickets
  • Set up notifications for high-priority ticket creation
Actions
  • Automatically set priorities based on ticket content
  • Escalate priorities when tickets remain unresolved
  • Send priority-based notifications to different team members
Conditional logic
  • Use priority as a condition in workflow rules
  • Create different approval processes for different priority levels
  • Route tickets based on priority and other criteria
Learn more about building workflows with priority conditions

​
Analytics

Use priorities in your and reporting:
  • Track ticket volume by priority level
  • Monitor resolution times across different priorities
  • Analyze team performance on high-priority tickets
  • Identify priority trends over time
  • Review priority changes in ticket event history and activity logs