Priorities

Priorities in Ravenna help your team organize and manage tickets based on their urgency and importance. Whether you’re dealing with a critical system outage or a routine feature request, priorities ensure the right tickets get attention at the right time.

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Priority Levels

Ravenna provides four priority levels to categorize your tickets:

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Urgent

For critical issues that require immediate attention and can’t wait. These are typically system outages, security incidents, or blocking issues that affect multiple users.

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High

Important issues that should be addressed soon but aren’t blocking critical operations. These might include time-sensitive requests or issues affecting key processes.

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Medium

Standard priority for most tickets. These are routine requests, non-critical bugs, or general support issues that can be handled in the normal workflow.

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Low

Nice-to-have features, minor improvements, or issues that don’t significantly impact users. These can be addressed when time permits.

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How Priorities Work

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Default Priority Settings

Priority is a required field - all tickets must have a priority assigned. When users create tickets, they’re assigned a Medium priority by default. However, you can customize this behavior:

Request Type Defaults:

• Each request type can have its own default priority
• Override the system default based on the type of request
• Ensure consistent prioritization across similar ticket types

Example: You might set “Bug Report” request types to default to High priority, while “Feature Request” types default to Low.

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Priority Assignment

Priorities can be set and changed in several ways:

• During ticket creation through forms and request types
• Manual updates by team members with appropriate permissions
• Bulk operations to update multiple tickets at once

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Setting Up Priorities

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Configuring Request Type Defaults

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Using Priorities

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In Ticket Management

Filtering by Priority:

• Filter your ticket 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 Organization:

• Sort tickets by priority (both Urgent → High → Medium → Low and reverse order)
• Organize Kanban boards with priority-based columns
• Group tickets by priority in list views and Kanban boards
• Priority is displayed as both text labels and colored badges for easy identification

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Priority in Workflows

Priorities can be used in workflow conditions and actions:

Workflow Triggers:

• Trigger workflows when tickets are assigned specific priorities
• Create escalation workflows for urgent tickets
• Set up notifications for high-priority ticket creation

Workflow Actions:

• Automatically set priorities based on ticket content (can be applied during ticket creation)
• 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

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Analytics and Reporting

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

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Summary

Priorities in Ravenna provide a simple yet powerful way to organize and manage your team’s workload. By using the four priority levels effectively, you can ensure that urgent issues get immediate attention while maintaining a balanced approach to all support requests.

The priority system integrates seamlessly with reporting features, giving you comprehensive control over how your team handles different types of tickets. Start with the default settings and adjust as you learn what works best for your organization.