> ## Documentation Index > Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt > Use this file to discover all available pages before exploring further. # Priorities > Use Ravenna's four ticket priority levels to organize work by urgency, prioritize the queue, and surface the right requests for your team first. 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: } defaultOpen> 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: When creating a ticket, select the priority from the form field. The default priority is Medium unless configured differently on the form. 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 workflows to automatically set or escalate priorities based on ticket content, conditions, or events. Set up agent rules 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 form can have its own default priority to ensure consistent prioritization across similar ticket types. Go to **Settings > Forms** to configure default priorities. Choose the specific form you want to configure. Click **Settings** for the selected form. Navigate to the **Defaults** section within the form settings. Choose the appropriate default priority level for tickets created with this form. 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 views 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 workflow 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](/documentation/automate/workflows/publish) with priority conditions ### Analytics Use priorities in your analytics 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 ## Mental model Priority is a built-in ticket property with a fixed set of five levels: none, low, medium, high, urgent. Every ticket has exactly one priority. The default is medium unless a form specifies a different default. Priority is distinct from categories and tags: * **Priority** is a single fixed-enum property on every ticket. It represents urgency/importance. * **Categories** are AI-assigned topic labels (one per ticket). * **Tags** are freeform multi-labels for supplementary metadata. Priority is also distinct from SLAs. SLAs define response and resolution time targets, which can be configured per priority level, but they are separate features. *** ## Priority assignment patterns | Method | When to use | | ----------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Form defaults** | Set per-form defaults so tickets from specific forms start at the right priority (e.g., "Incident Report" defaults to high, "Feature Request" defaults to low) | | **Agent rules** | Have the agent assess urgency from conversation context and set priority accordingly | | **Workflows** | Auto-set priority based on ticket properties (e.g., set to urgent when a specific category is assigned, escalate priority after SLA breach) | | **Manual** | User or agent sets priority during or after ticket creation | For most workspaces, form defaults handle the majority of cases. Agent rules and workflows handle the exceptions and escalations. *** ## Using priority in automation **Agent rules:** The agent can set priority based on conversation analysis. Common patterns: * "If the user reports a system outage affecting multiple people, set priority to urgent." * "For password reset requests, set priority to medium." * "If the user mentions they are blocked from working, set priority to high." **Workflow triggers:** Priority changes can trigger workflows. The "Ticket Updated" trigger with a priority filter lets you build escalation automations. **Workflow conditions:** Use priority as a branching condition in workflows. For example: if priority is urgent, notify the on-call channel and assign to the team lead. If priority is low, add to the backlog queue. **Escalation pattern:** Combine priority with time-based triggers. If a high-priority ticket is not resolved within a set time, a workflow can escalate it to urgent, reassign it, or notify management. *** ## Constraints and gotchas * Priority levels are fixed (none, low, medium, high, urgent). You cannot add, remove, or rename priority levels. * Priority is a required field. Every ticket has a priority, even if it is "none" (which represents unset). * The system-wide default priority is medium. This can be overridden per form but not globally. * Priority does not automatically affect SLA targets. SLAs can be configured to vary by priority, but changing a ticket's priority does not retroactively adjust SLA deadlines already set. * Priority does not sync bidirectionally with external integrations. If a ticket is replicated to Jira, the priority in Ravenna and the priority in Jira are independent unless a workflow explicitly maps them.