Can I edit the priority field?

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  • Jeff C
    Zendesk Customer Care

    Hi Jun,

    There is not a way to prevent this behaviour natively however a workaround to this is build a trigger that will remove the tags on Follow up tickets such as the one below:


  • Steve Francis

    I added a custom field with the priority values I want customers to see (P1, P2, P3, P4, etc) then added triggers to make the custom field values into priority values. So P1 sets priority to Urgent, etc. 

  • Dave Dyson
    Zendesk Community Manager
    Hi Mayan, and welcome to the community!
    You'd first need to create a dropdown ticket field for your P1, P2, etc. custom priority values. You might call it "Customer Priority" set it so it's visible but not editable to end-users, and you might want to give the field a display name for end-users like "Priority". Then you'd edit your built-in Priority field and set it to "agents can edit", so that your customers wouldn't see that one too.
    Next you'd create a series of four triggers, one for each priority value. All you'd need to do is add "Priority is Urgent" as a condition, and "Customer Priority P1" as the sole Action in the trigger. (You'd then create three more triggers that do the same thing for High/P2, Medium/P3, and Low/P4.) 
    Then, each time a ticket is created or updated, the built-in Priority value would be checked, and your Customer Priority field would be set to the appropriate value. 
    Note that these triggers can't affect any tickets that are already Closed, so your customers wouldn't be able to see the priority (or any Customer Priority) values for those tickets. But since those tickets are already closed, that might not be an issue.
    For more information on triggers, see Trigger resources
  • Jun Qin

    I added a similar custom field to have P1/P2/P3/P4. How can I prevent this field from being pulled into the follow-up ticket? 

  • Mayan Kopit

    Hi, can you please share what triggers were created to adapt between p1 and urgent?


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