Question

Can I edit the priority field?

Answer

No. You can't add or change the values in the default priority ticket field.

If you're an admin, go to Admin > Manage > Ticket Fields > Priority and choose to show all values or normal and high values only.

Create a custom ticket field to track any priority values you need in your workflow. For details about ticket fields, see About ticket fields.

For more about the priority field, see the articles below:

How to set the ticket priority based on the support email address [Video]

Can I automatically set priority on tickets for my SLA targets?