Skip to main content
Closed

Default Priority and Edit Status Fields

Related products:Freshdesk
  • May 25, 2012 3:50 PM UTC
  • 36 replies
  • 266 views
Apprentice
Would like to be able to set the default priority for all incoming tickets.

Would like to customize the Status  options

36 replies

Contributor
Default Priority can be set using the Dispatch'r. You can create a simple rule for Match Any condition, with Source condition & set Action as Priority to Low/Medium etc.

Status option is in development and we will be available soon.

regards
Vijay
Apprentice
  • costa
  • Apprentice
  • Jul 23, 2013 8:06 PM UTC

The problem with Dispatch'r is that it only runs ONE rule, then stops.


So if I add this rule it will match ALL incoming tickets and therefore never check the other Dispatch'r rules.


"Default Priority" should be global setting.

Community Debut
  • fpaz
  • Community Debut
  • Aug 17, 2013 4:24 AM UTC

I totally agree. There should be an option in the dispatchr rule that sets if the rule should stop and dont check the following rules.


Then... the worst thing about the dispatchr or many of the functions is that it doesnt allow to define several and/or concurrent conditions... either all are And or Or (all should match or any should match).

Community Debut
  • ashmitad
  • Community Debut
  • Aug 20, 2013 6:22 AM UTC

Agree with the feature requests above. Controlling multiple dispatchr rules is difficult because subsequent rules get ignored. Have to set up multiple dispatchr rules for one condition because can't use a combination of Match Any and Match All. Is this in the works?

Community Debut
  • david_10821
  • Community Debut
  • Oct 8, 2013 12:35 AM UTC

What's the status on making "Default Priority" a global setting?

Community Debut
  • arjan
  • Community Debut
  • Mar 30, 2014 4:48 PM UTC

Agree. It should be possible to automatically assign a certain priority to each incoming ticket, without using the Dispatcher


Apprentice
  • jddiemert
  • Apprentice
  • Apr 24, 2014 12:55 PM UTC

Is default priority going to be an option anytime soon?

Contributor
  • josh.thayer
  • Contributor
  • Nov 21, 2014 10:20 PM UTC

Any update on this?  I'm running into this issue right now.


If a ticket comes in on the default SLA, and its priorty is set to Urgent, and then I assign that ticket to a group, which has it's own SLA, it auto-sets the priority for that group to Low, even though the ticket priority still says Urgent. 

Contributor
  • pmesritz
  • Contributor
  • Dec 8, 2014 9:35 PM UTC

Checking on the status of this as well - We would use Medium as our standard and not Low. Dispatch'r stops after one rule so I'd have to write this on every rule that exists. Seems a bit redundant...

Contributor
  • pmesritz
  • Contributor
  • Dec 8, 2014 9:38 PM UTC

Created a second topic (https://support.freshdesk.com/support/discussions/topics/305019) as this one was marked "Implemented" already. 

Contributor
  • knielsen
  • Contributor
  • Apr 29, 2016 11:10 PM UTC

Obviously not "implemented" yet, as it is a year on, and I still have this issue. :(

Community Debut
  • gblanco
  • Community Debut
  • Oct 20, 2016 6:08 PM UTC
Still waiting
Contributor
  • june
  • Contributor
  • Oct 27, 2016 12:52 PM UTC

FreshDesk system should make all tickets medium by default like every other ticket system I've ever used.


Making the tickets LOW by default (and requiring admins to configure it otherwise) is a pain, AND most of us have the experience of clients accidentally seeing their tickets are marked with a LOW ticket priority. Not cool.


Is there a list anywhere of all pending enhancement requests that FreshDesk plans to work on eventually?

Community Debut
  • warwick.allen
  • Community Debut
  • Feb 23, 2017 10:47 PM UTC

We would also find it useful to be able to change the default priority.

Community Debut

+1.


Default priority setting will be helpful.

Contributor
  • tim_12851
  • Contributor
  • Mar 6, 2017 10:58 PM UTC

I just encountered this and came to check this out.  Add me to the list of wanting a global default priority.

Community Debut
  • mac
  • Community Debut
  • Mar 30, 2017 3:12 PM UTC

+1 - this has been an ongoing issue. Less saavy customers report problems through email and then get alarmed when they are treated as a low priority. Needs to be fixed... dispatch'r is not a feasible workaround.

Community Debut
  • isaac_15598
  • Community Debut
  • May 1, 2017 4:28 AM UTC

Freshdesk support has enabled "cascading dispatch'r feature" for me. So all the rules will now run in Dispatch'r.


Contributor
  • john.bow
  • Contributor
  • Jun 8, 2017 4:31 PM UTC

@ Isaac Loven - can you describe how the "cascading dispatch'r feature" works?

Contributor
  • eiren.smith
  • Contributor
  • Jun 26, 2017 5:31 PM UTC

Nevertheless, clients will see it as "Low" by default in portal or feedback widget, eh? So a default of Medium is still a sensible thing to add.

Contributor
  • eiren.smith
  • Contributor
  • Jun 26, 2017 5:51 PM UTC

A problem with using Dispatch'r for this is: What if the user did choose the hard-coded default ("Low")? But the Dispatch'r rule doesn't know that and changes the user's choice. Bad. Unless Dispatch'r can differentiate between the default and the user's choice.

Contributor
  • june
  • Contributor
  • Jun 27, 2017 10:22 AM UTC

I agree with Mr. Smith.  I just don't see the logic of WHY the DEFAULT is currently set to LOW.  


FreshDesk Support Team, can you help us understand why the DEFAULT is LOW?  Surely not every incoming request is LOW.  Usually it is MEDIUM or "NORMAL" priority.  


Another solution is to let us RENAME the defaults.  If I could rename LOW to the word NORMAL, then problem solved.  Impressions are everything in business, and we just do not want our clients to believe their request is a "LOW" priority.  


Oh, and the Dispatcher workaround mentioned does not work for me. Maybe because I'm on the Sprout plan still?  I hope to upgrade this year after getting more clients.



Respectfully,

JD

Contributor
  • josh.thayer
  • Contributor
  • Jun 27, 2017 8:52 PM UTC

This is the rule that works best for us. 
If it needs to be set to low, that is something my agents should specifically do after triage.

It's set as the last rule in my list so any that come through, filter for other scenarios first, and all those that don't land on this one.

image


Contributor
  • josh.thayer
  • Contributor
  • Jun 27, 2017 9:02 PM UTC

After you set the rule for the "default" level to be "medium" per my previous post. You can create a rule higher up on the list that looks at a drop down you would create for your submission form where they can chose if it should be "low' or "high" priority - and if one of those is chosen, the dispatcher will set it to the respective level of high or low. If the requester doesn't set the level to low/high, then it hits the last rule in the dispatcher and is set to medium. 

image

Obviously you don't need to do high if you'd prefer their only options be low or medium. 

Community Debut

It would be great to be able to have customer-facing values for Priority rather than the defaults. For us, an Urgent ticket and a contractual P1 ticket can be different things. 

Terms of UseAccessibility statement