> ## Documentation Index
> Fetch the complete documentation index at: https://docs.serval.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Priorities

> Configure priority levels to triage and handle tickets appropriately

Priorities help your team understand which tickets need attention first. Configure priority levels that match your organization's urgency definitions and SLA requirements.

***

## Understanding Priorities

Priorities indicate how urgently a ticket needs attention. Higher priority tickets:

* Appear at the top of sorted lists
* Can trigger shorter SLA targets when priority-based SLA policies are configured

***

## Default Priority Levels

Serval includes common priority levels out of the box:

| Priority     | Typical Use                                                         |
| :----------- | :------------------------------------------------------------------ |
| **Critical** | Complete outage, security incident, or blocker affecting many users |
| **High**     | Significant impact, workaround not available, time-sensitive        |
| **Medium**   | Moderate impact, workaround available, standard timeline            |
| **Low**      | Minimal impact, convenience request, no deadline                    |

<Tip>
  You can customize these names and add additional levels to match your organization's terminology.
</Tip>

***

## Configuring Priorities

### Add a Priority

<Steps>
  <Step title="Open priority settings">
    Go to **Team Settings** → **Priorities**.
  </Step>

  <Step title="Add new priority">
    Click **Add Priority**.
  </Step>

  <Step title="Configure the priority">
    | Field           | Description                                     |
    | :-------------- | :---------------------------------------------- |
    | **Name**        | Priority level name (e.g., "Urgent")            |
    | **Description** | Criteria for when to use this priority          |
    | **Examples**    | Real-world scenarios that warrant this priority |
  </Step>

  <Step title="Set the order">
    Drag priorities to set their relative urgency order.
  </Step>
</Steps>

### Writing Good Descriptions

Include specific criteria in your priority descriptions:

**Good description:**

> Use for issues affecting more than 10 users, causing revenue loss, or blocking critical business processes. Examples: Payment processing down, login system unavailable, data breach.

**Poor description:**

> Very urgent issues.

<Note>
  Detailed descriptions help both team members and Serval's AI assign priorities consistently.
</Note>

***

## AI Priority Assignment

Serval automatically assigns priorities to incoming tickets based on:

* Message content and urgency signals
* Number of affected users mentioned
* Keywords like "urgent", "ASAP", "critical"
* Your priority descriptions and examples

### Improving AI Accuracy

<CardGroup cols={2}>
  <Card title="Add examples" icon="list-check">
    Include 3-5 real examples in each priority description
  </Card>

  <Card title="Use specific criteria" icon="bullseye">
    Define measurable thresholds (e.g., "affects >10 users")
  </Card>

  <Card title="Review and correct" icon="rotate">
    Regularly review AI assignments and correct mistakes
  </Card>

  <Card title="Update descriptions" icon="pen">
    Refine descriptions based on patterns you observe
  </Card>
</CardGroup>

***

## Priority and SLAs

You can create separate SLA policies for different priority levels so that higher priority tickets have shorter resolution targets. For example, you might configure a 4-hour SLA for critical tickets and a 72-hour SLA for low priority requests.

<Info>
  Configure SLA policies and their auto-attach criteria (including priority) in **Team Settings** → **SLAs**. See the [SLAs guide](/sections/documentation/ticketing/ticket-configuration/slas) for details.
</Info>

***

## Changing Ticket Priority

Change priority from list view, detail view, or chat. See [Updating Ticket Properties](/sections/documentation/ticketing/manage-collaborate/update-ticket-properties) for detailed instructions.

***

***

## Related

<CardGroup cols={2}>
  <Card title="Updating Ticket Properties" icon="sliders" href="/sections/documentation/ticketing/manage-collaborate/update-ticket-properties">
    Learn how to change ticket priority from list view, detail view, or chat
  </Card>

  <Card title="SLAs" icon="clock" href="/sections/documentation/ticketing/ticket-configuration/slas">
    Configure SLA timelines based on priority
  </Card>
</CardGroup>