Hi @Luis Martinez
Welcome to the community!
When creating a ticket via email, the only fields that will be filled are the Summary (Subject) and Description (Body). Currently, there is no option to set the priority via email, so when the customer sends an email to the Service Desk, it will use the default priority set by the administrator.
There is a feature request suggesting the implementation of such ability:
Please, click on vote and watch to receive updates about the feature.
As a Workaround: You can use Automation to read the Subject or Description looking for a matching word like Urgent which can then update the priority to Highest.
Best regards
Sam
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