A short note can reduce errors and guide users to choose the right value. BoldDesk allows you to add Custom JS to show help text below the Priority field on the Customer Portal ticket form. This only changes the portal UI, not ticket settings. This contextual guidance helps customers pick the correct priority and submit accurate requests.

Steps to Display a Custom Note Below the Priority Field

1. Navigate to Admin > Customer Portal > Customization > Custom JS.

2. Click on Add Custom JS

3. Add the following JavaScript snippet to display a custom note below the Priority field:

   // Priority note
   const timer = setInterval(() => {
       const priorityWrapper = document.querySelector('#priorityId_wrapper');
       if (priorityWrapper) {
           const priorityNote = document.createElement('span');
           priorityNote.textContent = 'Please select the urgency of your request.';
           priorityNote.className = 'note-style';
           priorityWrapper.after(priorityNote);
           clearInterval(timer);
       }
   }, 500);
   

4. Customize the help text by modifying the value assigned to priorityNote.textContent. Replace the text with any message that aligns with your organization’s requirements.
   For example:

   priorityNote.textContent = 'Please select the urgency of your request.';
   

5. Save the changes to apply the customization. This customization displays additional guidance below the Priority field without affecting ticket creation, field behavior, workflows, or permissions. Here is a snippet of how to add the Custom JS:
   
   

   
   
   

Before Customization

The Priority field is displayed without any additional instructions or contextual guidance.

After Customization

A note appears directly below the Priority field to assist customers when selecting a priority value. Example: Please select the urgency of your request.

This helps customers understand how to choose the appropriate priority level when submitting tickets.

Permission

To add a custom JS to display a custom note below the Priority Field in the customer portal, an agent must have the Manage Settings permission in the Admin Module assigned to their role.

Troubleshooting

The note does not display at all

• Perform a hard refresh: Ctrl/Cmd + Shift + R.
• Confirm the Custom JS was saved under the correct brand (if multiple brands exist).
• Confirm the Priority field is enabled and visible on the ticket creation form.
• Check for conflicts with other Custom JS in the same portal customization.
• Verify the selector #priorityId_wrapper matches the Priority field wrapper element in the rendered portal page.

The note displays in the wrong location

• Confirm the Priority wrapper element is the expected insertion anchor.
• Review any custom CSS/JS that restructures the form layout and could change where priorityWrapper.after(...) inserts content.

Frequently Asked Questions

1. Where do I add the JavaScript to display a note below the Priority field?
   Add it in Admin → Customer Portal → Customization → Custom JS, then click Save.

2. Can I change the text displayed below the Priority field?
   Yes. Edit priorityNote.textContent to the required message.

3. Does this change the Priority field values or ticket behavior?
   No. This adds UI guidance only and does not modify Priority options, ticket data, automations, workflows, or permissions.

4. Can I use different help text for different brands?
   Yes. Customer Portal Custom JS is brand-specific, so each brand can have different JavaScript and help text.

5. I added the script, but the note is not displayed. What should I check first?
   Start with a hard refresh, then confirm the script is saved to the correct brand and verify that #priorityId_wrapper matches the Priority field element.

6. Will this customization affect ticket creation in the agent portal?
   No. The change applies only to the Customer Portal UI.

7. Will this customization affect workflows, SLAs, or reports?
   No. The note is informational UI text only and does not change ticket fields or backend behavior.

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