We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

When customers raise tickets, you would like to extend the ability for them to choose the priority and type of tickets so that you could plan the assignment and tracking of them. 

Please navigate to Admin > Workflows > Ticket fields > double click on these fields and verify if the priority field is displayed to the customer. If not, kindly choose the option 'Display to the customer' under customers end in ticket properties and the customer will then be able to edit it.