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Can I change the priority level of the email notifications sent from my ticket updates?



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Bonnie

Zendesk Customer Care

Edited Jan 24, 2024


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7 comments

How do you edit x-prioirty? I am trying to alter the subject line on emails to agents/admins when a ticket is marked as urgent. 

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Gabriel Manlapig

Zendesk Customer Care

Hi Justin,
 
As of the moment, there is no way currently to edit or alter the x-priority headers from the outbound notifications. Zendesk is hard coded to send the following email header values for outbound email notifications that are sent specifically to Zendesk agents and administrators.
 
I hope that answers your question. Thank you!
 

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Hi, 

I have a problem similar to this but for incoming emails from End Users. 95% of our tickets are created from email rather than forms. Our customers will mark the emails with their required priority and they expect us to respect that. 
However I have not been able to find any guidance on how to get Zendesk to apply that setting from the incoming email to the created ticket.

Is there any way to do this? Or at the very least see what they had it set to?

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Paolo

Zendesk Engineering

Hello Scott,
 
If customers tag their emails as urgent, unfortunately, we don't have control over that. This feature is only available if an agent sends a ticket to your Support address using the Mail API. However, this will not work for end users. The ticket priority can only be updated by manually changing it in the ticket itself. It's essential to manage your customers' expectations and let them understand the ticket priority depending on the complexity of the issue. I believe this can be addressed by any of your agent. 
 
As an alternative solution, you can create a trigger that will automatically adjust the priority based on specific conditions.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Thanks for clarifying. it's not the answer I had hoped for.  As a customer centric business focused on positive customer experiences we understand that no one understands our customers better than the customer themselves. So when they raise an issue, we don't dictate to them what the perceived urgency is, that's rude and arrogant. 

It would be great as a future feature to at least be able to see what priority the customer sent the email is set to.  
Several other key pieces of data appear to have been dropped from the incoming email that could be leveraged to improve the customer experience. 
Importance/Priority
Delivery and Read Receipt requests
Direct replies to
Follow Up reminder

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Paolo

Zendesk Engineering

Hi Scott,
 
I'm sorry if this is not the answer that you're expecting but this is a product limitation for now. I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post.
 
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Thanks,  I have loaded this request now and hope that it gets some support from other users. 
https://support.zendesk.com/hc/en-us/community/posts/7172383434010

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