Change wording of one of the priority fields


  • Thomas Verschoren
    Community Moderator


    These default fields sadly can not be renamed by Zendesk.

    You could however create a custom dropdown with your own values and use triggers to set the priority based on those custom values.

    That way, your agents see your own wording, and you still get the build-in functionality.


    Triggers are similar to:

    - If ticket is updated

    - Custom Priority is changed to Medium


    - Set Priority to Normal


    And repeat this 4 times for high, urgent, normal and low.

  • David Artiss

    I understand that the fields cannot be renamed by users, which is the point.

    I'm asking for Zendesk to step-up and make a change to the exclusive language being used in them.

  • Stephen Belleau

    +1 to that! While I'm not personally concerned about the priority verbiage, I 100% agree that customers should be able to modify this. 

  • Ronny Roe

    I also have this need, I would like to just change the words used, not changing the logic or such.

    My users use the localized version in Swedish. Is there really no way to change the localized word "Normal" to something like "Standard"? Somewhere there has to be a localized file or table where I as an admin could just change the word? Or is the problem that it would be changed for all Zendesk users that utilize the Swedish localization?


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