How to Set Priority During Ticket Creation and Update
In BoldDesk, the Priority field is a system-defined field containing fixed values (Low, Normal, High, Critical) that cannot be added but can only be renamed. If no priority is chosen, the priority will automatically be set to the default ticket priority, which is Normal.
BoldDesk supports automation triggers that activate when a ticket is created or updated. These triggers can automatically assign a priority value. Customers can also set the priority field in the customer portal if the priority field visibility is enabled in the customer portal. Explore Ticket Priority Field in BoldDesk.
Setting Default Priority During Ticket Creation
Follow the steps below to set the default priority during ticket creation
Step 1 — Go to Automation Settings
-
Navigate to: Admin → Automation → Create‑Ticket Triggers.
Step 2 — Create a New Trigger Rule
- Click Add Trigger Rule and name it something like: “Default Priority on Ticket Creation”
Step 3 — Add Your Conditions
If you want the default priority to apply to all new tickets, you can:
-
Use the basic condition like: Brand Is then specify the particular brand.
Step 4 — Add the Action
Add an Action: Set Priority. Select the priority you want as the default:
- Low
- Normal
- High
- Critical
Step 5 — Save the Trigger
From now on, every newly created ticket receives the priority you selected—unless other automations override it.
Once this rule is applied, all tickets created that meet the conditions will have their priority field updated to the selected priority. This will continue until the rule is either deactivated, deleted, or overridden by other automations. The priority change action will be logged in the ticket history tab immediately the ticket is created.
How to Set Default Priority During Ticket Update
Unlike ticket creation—where you can assign a priority using Create‑Ticket triggers—you can also enforce or reset priority whenever a ticket is updated by using an Update‑Ticket Trigger. Once you have selected the Update Ticket trigger, add conditions and actions that will be triggered when a ticket is updated using similar steps discussed in create ticket triggers above.
FAQs
Q1: Can I add new priority levels (e.g., Medium‑High)?
No. You cannot add new priorities or delete existing ones to the Priority field. However, you may change the existing priority name to your preferred term by editing it.
Q2: Can customers set their own priority during ticket creation?
Only if the admin enables the Priority field in the customer portal settings. Otherwise, customers cannot change it.
Q3: Can I hide the priority field on the customer portal and assign it automatically?
Yes. You can hide the Priority field in Portal settings and use automation to assign a default. Explore Hiding Priority Field in the Customer Portal.
