> ## Documentation Index
> Fetch the complete documentation index at: https://docs.apyconnect.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Priorities and tickets

> Classify urgency and organize your cases with custom types and statuses.

Adapt how you classify and track your cases so they reflect the way you work.

## Priorities

**Priorities** mark the urgency of a conversation or ticket (for example, low, normal, high, urgent). They help you handle what matters first and can require stricter [SLAs](/en/ajustes/sla).

## Ticket types

**Types** classify cases by their nature —for example, "Incident", "Inquiry", "Return"—. Define them to fit your business so you can filter and measure better.

## Ticket statuses

**Statuses** indicate where a case stands (for example, open, in progress, on hold, resolved). You can adjust the statuses to your workflow.

<Note>
  All of this is configured in **Settings**. See how they're used in [Tickets](/en/crm/tickets).
</Note>