The Priority Matrix (Admin -> Helpdesk Customizer) helps you to determine the Priority automatically based on Impact and Urgency of a request. Impact is listed in the y-axis and Urgency in the x-axis of the matrix. Priority Matrix is a one-time configuration by the Administrator for the given Impact and Urgency values. Based on ITIL best practices, it is recommended to define and follow priority matrix as it reflects the business need. However it is designed flexible enough for technicians and requesters to override the matrix according to their needs.