Urgency determines the level of seriousness a ticket should be handled. Higher the urgency the higher is the seriousness of the issue. Lower the urgency the lower is the seriousness of the issue.
To view the Urgency page, navigate to Admin > Organization > Urgency.
Here, you can manage the level of urgency of the tickets. Also, you can edit the urgency name, set any value as default, and change the colors of the urgency values as per the organization’s theme.