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'Service Request' tickets are raised as Medium by Default

  • October 18, 2023
  • 2 replies
  • 132 views
zaamsk07
Contributor
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Hi Everyone!
I hope you are doing well. Today is another day with another question I have. I have been trying to figure out the Priority set in the FreshService by default. Whenever any user tries to raise a Service Request ticket, it raises with the Priority as Medium in spite of not selecting any priority while raising the ticket. I think it has been set as default because we didn’t set the priority matrix as well till this time. If anyone has gone through this, please do let me know if we can change the priority set as default in the FreshService for Service Request.

Thank you

2 replies

Daniel Söderlund
Top Contributor ⭐
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Hi Everyone!
I hope you are doing well. Today is another day with another question I have. I have been trying to figure out the Priority set in the FreshService by default. Whenever any user tries to raise a Service Request ticket, it raises with the Priority as Medium in spite of not selecting any priority while raising the ticket. I think it has been set as default because we didn’t set the priority matrix as well till this time. If anyone has gone through this, please do let me know if we can change the priority set as default in the FreshService for Service Request.

Thank you

I haven’t found any setting. I can’t remember why it was to Medium as default. 

What we do is to have a automation that sets it to low. 

 

Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
lyle.smith
Contributor
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  • lyle.smith
  • Contributor
  • October 29, 2023

From memory, 

FreshService defaults to a P3 meduim prioirty which is set by the prioity matrix setting, Like others we use the Workflow Automators to control that for any SR’s 

 

Thanks 

Lyle Smith
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