Help center Core configuration Case management Configure case priorities Updated Monday, October 26, 2026 · Marc Staine Case priorities describe urgency so agents can triage consistently and workflows can apply the appropriate response targets. A clear definition for each priority improves routing, reporting, and expectations. Applies to: Supportbench Core. Location: Settings → Cases → Priorities. Access and available controls depend on your role and account capabilities. Before you begin You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example. Configure and verify Open Settings → Cases → Priorities.Find the item in the list and open it, or choose the page’s new-item action.Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.Save the item and resolve any validation message. Reopen it to confirm the saved values.Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted. Settings reference Details and availabilitySettingWhat it controlsHow to chooseNameThe label people select. Required; up to 50 characters.Use a short, distinct label that describes its purpose.DescriptionAdministrative explanation; up to 250 characters.Explain when to choose this option, including an example if useful.Display orderAn integer from 0 to 25; lower numbers appear first and ties sort by name.Put commonly used choices first without changing their operational meaning.Active priorityControls availability in standard selection lists. Inactive items remain saved.Deactivate obsolete options when you need to retain their configuration and existing references.DivisionsRestricts the option to selected divisions. Global scope is available only when your access allows it.Choose the intended divisions. Do not assume an empty selection is permitted for every administrator.Display colorThe visual indicator used when displaying the option.Use a consistent palette and meaningful labels; color alone should not carry meaning.AI descriptionWhen available, up to 1,000 characters explaining how AI should recognize this priority.Describe observable impact and urgency. Availability depends on the account’s AI capabilities. Behavior to knowNew priorities start active with display order 0. Division selection may be prefilled from the administrator’s accessible division; review it before saving.Color is a presentation setting. Priority-based SLA or routing behavior belongs to the consuming workflows. Recommended use Use terminology that agents and customers already understand. Explain the intended meaning in the description.Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion. Worked example Create a priority called Critical for an agreed production-impact condition.Describe that condition and distinguish it from routine questions.Set the relevant division scope, a prominent display order, and an identifiable color.Save and check that an agent in the intended division can select it.Separately review workflows that use priority to determine SLA targets; creating the priority does not create those rules. Troubleshooting ProblemWhat to checkThe item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed. Related configuration Configuration → Configure workflows and automationCases → Configure case forms with case policiesAccount → Configure AI policies and case assistance Was this article helpful? Yes No Thank you for your feedback.