Logic behind the priority fieldAnswered
I'm learning to use Zendesk and I totally fail to get the logic behind the priority field.
From searching in the support, it seems no one got stuck like me on this point.
If I am correct, the priority field cannot be manually edited by an agent nor by an admin, even in case I thick the box "required to solve a ticket".
If Zendesk set automatically set the priority to the wrong level or does not set the priority at all:
1) how can I change the priority manually to low/normal/high/urgent whatever the real value is?
2) why is this field not visible on the left column when I look at a ticket?
Thanks for anyone with time to explain this!
Hello Nico V just to make sure, have you added the Priority field to the forms where you want it to be visible?
Please note that in order for a field to be visible/editable in the ticket interface you must add it to the ticket form currently active on that ticket.
Just as a reminder: we can't edit the name of the options in the field, but we can choose which are the ones we want shown to users (and also activate the On Hold option).
Also, we can also choose its exclusivity for agents, or also show it to end-users.
Hope this helps!
Hi Nico, I assume the difference is because you only have one active ticket form. In other words, you don't see it because you probably have 1 ticket form (I have two ticket forms, so I am able to see the Form drop-down in the ticket UI).
Could you please confirm?
Also, please go to https://yoursubdomain.zendesk.com/agent/admin/ticket_forms, select your ticket form, and please check if the Priority field is added to your form:
I am not refering to a form but when checking the emails we have received in our inbox.
If there is a new one at the moment there is not an automatic priority set (it is none) orr for the first example email received from Freshdesk it is "Normal".
Here you can see the example case but I cannot change the "priority". The option is not there.
Just in case, I had edited the settings to make such a field even mandatory to close the ticket but it did not appear.
However, I was able to show like that the Q-type and destination fields that I created.
It seems to me you have a different view (the "priority" is visible too).
Thanks for the support.
At first I could not guess properly the idea of the forms.
Thanks very much!
No problem, happy to help :-)
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