Question
Can I edit the priority field?
Answer
No, it's not possible to add or modify the values included in the default priority ticket field.
If you are an admin, you can toggle the field options under Admin > Manage > Ticket Fields > Priority to show either all values or only normal and high values.
You can create a custom ticket field to track any custom priority values you want to include in your workflow. For more information on ticket fields, see the article: About ticket fields.
For more information about the ticket priority field, see the articles below.
7 Comments
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.
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?
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:
Hi, can you please share what triggers were created to adapt between p1 and urgent?
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
Is there a way to remove the "Urgent P1" option from the ticket form for the web widget but still have Urgent P1 as an option when creating a support ticket on Zendesk Support Agent?
At the moment we have customers logging P1's via the web portal when our process is for P1's to be logged via the phone. If we remove the option to log it via the portal it will force the users to call the Service Desk.
So far I can't remove it on the web form via web widget, without it being removed on our agent portal so our service desk agents then can't raise a ticket to a P1.
Hi Ashleigh Bulmer,
If you are referring to the Priority standard ticket field, you can set the permissions to "Agents can edit" so it can only be updated by an agent.
More information can be found here. Hope this helps!
It should be the same with custom ticket fields as well. Hope this helps!
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