Hi, just about to take over a Service Desk and want to make some changes.
Currently the SD does not use P1 - P4, the simply use Priory low, high etc.
There appears to be no way to pre-set the user fields as above. is this the case?
Solved
Newby here... be nice.... Changing Ticket Priority field
Best answer by hemanth.ramya
Hello
Welcome to Freshworks Community! :)
At the moment, Freshdesk does not support relabeling the priority field values. However, you can always create a custom ticket field for Priority and use it for handling tickets in your helpdesk. You can also set up automation rules (Admin > Automation) to map the default priority field with the custom field configured.
Feel free to drop a note here for any further questions and we would be happy to help!
Cheers,
Freshworks Community Team
+9- Community Manager
- 626 replies
- Answer
Hello
Welcome to Freshworks Community! :)
At the moment, Freshdesk does not support relabeling the priority field values. However, you can always create a custom ticket field for Priority and use it for handling tickets in your helpdesk. You can also set up automation rules (Admin > Automation) to map the default priority field with the custom field configured.
Feel free to drop a note here for any further questions and we would be happy to help!
Cheers,
Freshworks Community Team
This would also be a very useful feature for my organisation.
Current priority definitions to match the company or our supplier priority definitions but we would still like to make use of the impact/urgency matrix rather than have a custom field.
1 person likes this
+2We had to do this same thing. Setup a custom field that is visible to customer’s when creating a ticket in the portal. Hide the “priority” field, and then you use a rule to map the custom field to the priority field and update it accordingly. You should be able to use either in the reports/analytics so it does effectively make the priority field somewhat redundant….other than the SLAs that use it.
Plus one on this, the ‘basic’ priority selection is not clear enough.
Level 1 (Low)
Use this for low impact on sales
Level 2 (Medium)
Use this for higher impact on sales
etc….
+1The problem with Fresh Desk’s implementation of priorities is that it uses the following values:
Low > Medium > High > Urgent.
Priority is normally derived as a function of IMPACT x URGENCY - i.e. What’s the overall impact to the business and are there circumstances present that increase the need to resolve in a certain timeframe.
By having URGENT as one of the Priority Values, Fresh Desk is mixing up terminology and introducing a degree of ambiguity.
Creating a custom field is a poor work around given the role of Priority within the tool.
Adopting a more traditional P1 - P4 model would be the best way to address this.
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