> For the complete documentation index, see [llms.txt](https://distance.gitbook.io/distance/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://distance.gitbook.io/distance/getting-started/settings/ticket-priority-rules.md).
# Ticket priority rules
Define how Distance determines the urgency of incoming tickets. You can use the default priority definitions or add custom instructions tailored to your business.
### **Introduction**
Ticket priority rules determine how tickets are classified based on urgency and impact.
These rules help ensure that more critical issues are surfaced and addressed faster, while routine requests are handled appropriately within normal timelines.
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### **Priority types**
Tickets are categorized into four default priority levels:
#### **Low**
Routine issues that can wait several business days without affecting the customer.
#### **Medium**
Standard service or support requests that affect the customer, but are not time-critical or have a clear workaround.
#### **High**
Issues that materially affect the customer experience and require same-day attention.
#### **Urgent**
Emergencies, outages, or escalations that require immediate action.
Each priority type can be edited using the **Edit** button next to it.
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### **Editing a priority**
When editing a priority, the **Edit priority** screen allows you to configure how that priority is defined.
The **Default priority rule** displays the selected priority level along with its definition.
#### **Additional instructions (Optional)**
You can add custom rules in the **Additional instructions** field to further define when this priority should be used.
These instructions are applied on top of the default priority definition and help refine how tickets are classified in your system.
#### **Saving changes**
Click **Save** to apply updates or **Cancel** to discard changes.
