Set request severity
Updated September 20, 2026 · 1 min read
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Severity shows how serious a request is, so your team can work on the most important issues first.
Severity levels
Severity | Use it when | Example |
Critical | Customers can't use the product, or data or security is at risk. | Nobody can sign in. |
High | An important task is blocked with no workaround. |
Change severity
Open the request.
In Request properties, select Severity.
Choose a level.
The change is recorded in the activity timeline.
Using the customer's impact answer
The default Bug report form asks customers about Severity/impact. Use their answer as a starting point:
Customer's answer | Suggested severity |
I cannot continue my work | High or Critical |
I can continue, but this is blocking an important task | High |
I found a workaround | Medium |
Adjust based on how many customers are affected and what your team knows.
Tips
Review severity during triage, not just when the request arrives.
Reserve Critical for genuine emergencies, so it keeps its meaning.
Raise severity when several customers report the same issue.