Issue
Users want their ticket template from NinjaOne to create a ticket with a priority of "urgent." When the ticket is created in Freshservice, the priority is incorrectly listed as a different status.
Environment
NinjaOne and Freshservice integration
Cause
The priority matrix within Freshservice may interfere with the priority of a ticket that is created from NinjaOne.
Resolution
Please refer to this helpful documentation from Freshservice. You may need to disable the Priority Matrix to mitigate the interference.