Is it possible to make ticket fields only available for customers when the ticket is new? Especially fields like priority. To our customers the priority is always Urgent, so when we change it to the real priority they shouldn't be allowed to change it back.
Maybe assign the right to change ticket fields on existing tickets to the role supervisor (and higher).
This makes a lot of sense. It interferes with our workflow if customers keep changing priority while the ticket is open.
Especially for priority, this should be set by the customer on submit and after that only be changeable (or even visible) by to our agents.
+12Hello,
This is possible using portal customisation if you're on the Estate plan or above. You can include a code snippet to disable the ability to edit the priority field value on the ticket page. Please drop us a note here if you'd like to explore this option.
Cheers!
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