Urgency levels

🔍

Every ticket carries an urgency. The four levels are fixed by the plugin:

Slug	Label
low	Low
medium	Medium
high	High
severe	Severe

There is no admin screen to add or rename them; this is a deliberately small, opinionated set.

Where the urgency comes from

• Front-end: the new-ticket form has an Urgency drop-down. The default selection is Medium.
• Admin: the ticket edit screen has an Urgency field in the meta box, so an agent can override the client’s choice.
• REST: the GET /wp-json/helpwp/v1/tickets/urgencies/ endpoint returns the list for custom front-ends.

Where the urgency shows up

• As a colored badge on the ticket list (admin and front-end).
• As ##ticket_priority## in notification emails to agents.
• As part of the context sent to the AI auto responder (so the bot can prioritize wording for high-urgency tickets).

Workflows around urgency

Common practical patterns:

• Sort by urgency. The admin ticket list is sortable by urgency descending; Severe and High float to the top.
• Filter for triage. Use the urgency filter on the list view to focus on Severe tickets first thing in the morning.
• Conditional notifications. Use the action hook helpwp-tickets-ticket_created to wire up a Slack or paging notification only when the urgency is Severe.

Why the levels are not editable

The urgency list is a hard-coded enum because the four levels are referenced in CSS classes (badge color), in the auto-responder context, and in client-facing labels. Letting users edit them would require renaming work in several places. If you need a fifth level, fork the constant in helpwp_urgencies() and update the matching CSS.