Question

Can I edit the priority field?

Answer

No, you can't add or change the values in the priority field, which is a standard ticket field. The only customization an admin can set are the priority Field values between Low, Normal, High, Urgent or Normal, High.

As a workaround, you can create a custom ticket field with the priority values you need in your workflow. It's not recommended to deactivate the priority field then use a custom field as a replacement as it directly affects your SLA policies and analytics.