To grant the ability for users to select the priority of their ticket you would:Admin panel -> Manage -> FormsClick on "Ticket Details"Locate the "Priority" entry, uncheck Internal.Click "Save Changes"However you could also setup ticket filters, or change the priority based on the tickets help topic. I personally find that my users select priorities that are much higher then they should be, but your users are yours and you know them way better than I do. :)