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How do you map ticket priority levels when migrating from Desk to Zendesk?


Answer

When migrating from Desk, we look at the numeric priority scale and determine the following: 1. When the priority is 9 or 10, we map this to Urgent 2. When the priority is 6, 7 or 8, we map to High 3. When the priority is 3, 4 or 5, we map to Normal 4. When the priority is 1 or 2, we map to Low If your instance of Zendesk is configured for only two priority levels - High and Normal - we will map as follows (see the field guide [here](https://support.zendesk.com/hc/en-us/articles/203661506-About-ticket-fields)): 1. Urgent and High, we will map to High 2. Normal and Low, we will map to Normal
4654eb2054dbc69e4f8a6fec3b31ed60 Answered by Ashley Milne about 3 years ago