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Customer Choose Priority Level
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Publication le 08 déc. 2023
We are considering allowing customers to select a priority level when entering a ticket. (Currently we choose the priority level internally and the customer cannot adjust it).
Does anyone have a process for their customers to choose priority and have insight or best practices around this?
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3 commentaire
Aaron Doane
Laurie Schafer When editing your ticket form, you can add the Priority field as an optional field for end users to fill out. Once the ticket is entered, the end user cannot change the priority, but this allows the customer to alert folks to urgent issues.
There is always the chance that someone will abuse that system and every ticket will be "urgent", but I've found customers value being able to define the priority of the ticket when they enter it.
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Christine Diego
Hi Laurie Schafer,
You can add the priority ticket field on your ticket forms and set the permission as Customers can edit. This will appear in tickets and in the support request form in the help center. You can also check this article for details.
Thank you Aaron Doane for sharing those information.
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Mark Fly
We have set this up and as the End User Submits the form they can select the priority. A major flaw in this though is that the EU cannot see that unless they click on each ticket. Unless I am missing a way to add that column to their view? Similar
to the attached mockup?
Currently, I have to export this and provide for them.
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