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What is Freshservice Priority Matrix and why you need to disable it

Priority Matrix is a feature of Freshservice which can automatically assign a priority to an issue. With its help, you can eliminate the human factor when it comes to prioritizing tickets.

Practicality aside, this feature can affect the outcome of your migration.

If you have the Priority Matrix enabled during the migration, then Freshservice will set priorities according to it. Therefore, the priority statuses will differ from those in the source help desk. If it’s not a problem for you, then feel free to leave the Matrix enabled.

However, if you want to keep all priorities as they were in the source help desk, then you have to disable the Matrix before starting Demo and Full Data Migration.

Here’s how to do it:

  • Go to Admin > Priority Matrix (Under Helpdesk Productivity)
  • Toggle OFF the Enable Priority Matrix option.

Freshservice Priority Matrix enabled

Once the migration is over, you can go back to this menu and re-activate the Priority Matrix.

Should you have any other questions? Leave us a message.

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