How to Show or Hide Ticket Priority Field in the Customer Portal
Ticket Priority is a standard system field within the ticket form that helps agents and customers indicate the urgency level of tickets. Agents can prioritize their responses according to this urgency. The Priority field plays a key role in defining SLA policies, as response and resolution times can be determined based on it.
- You can modify the Priority label for the customer portal, but you cannot change the label for the agent portal.
- The Priority field is universal and enabled by default in the agent portal. However, you may choose to hide/show the Priority field in the customer portal by enabling/disabling it in the Priority field settings.
Showing Priority Field in the Customer Portal
To show the Priority field in the customer portal, please follow the steps below.
- Go to Fields and Forms > Ticket fields > Priority and click on the edit icon.
- Check the box “visible to user” under Configuration for Customer Portal.
Please check the visual below to get more insight.
When this setting is enabled, all ticket forms in the customer portal for all brands will have the Priority field when creating or updating tickets.
Hiding Priority Field in the Customer Portal
If you wish to hide the Priority field in the customer portal, please follow the steps below.
- Go to Fields and Forms > Ticket fields > Priority and click on the edit icon.
- Uncheck the box “visible to user” under Configuration for Customer Portal.
Consequently, all ticket forms in the customer portal for all brands will not show the Priority field when creating or updating tickets.
Priority List
The following is the list of priorities:
| Priority | Description |
|---|---|
| Low | You can create a ticket with a Low priority for minor issues. |
| Normal | When the issue is important but not critical, you can create a ticket with a Normal priority. This is the default priority level assigned to tickets that are created without a specified priority in both the Agent and Customer portals. |
| High | You can create a ticket with a High priority for a major issue. |
| Critical | You can create a ticket with a Critical priority for a breaking issue. |
You cannot add new priorities or delete existing ones. However, you may change the existing priority name to your preferred term by editing it. To edit it, follow the steps below.
- Go to Fields and Forms > Ticket fields > Priority and click on edit.
- Under Dropdown Option Values, select the priority value you want to edit and save after editing.
Please check the visual below for further reference.
Setting Priority Field in the Customer Portal
If the Priority field visibility is enabled for the customer portal, customers can choose the priority of their tickets when creating them. However, the ticket Priority field is only mandatory for ticket creation in the agent portal; customers can therefore choose to add or leave the priority blank. For customers to set the priority of the tickets, the Priority field must be enabled under customer portal configuration.
FAQs
1. Can I require customers to select a priority?
No. The Priority field is optional for customers and cannot be set as mandatory.
2. Does hiding the Priority field affect agent-side priorities?
No. Agents will continue to see and use the Priority field regardless of customer portal settings.
3. Can priorities be customized beyond renaming?
No. You can only rename existing options. Adding or removing priority levels is not supported.
4. Does changing the priority name affect SLAs?
No. SLA rules continue to function based on the underlying priority value, not the visible label.
