No, you cannot edit the default priority field in Zendesk. The values in the default priority ticket field are fixed and cannot be modified. However, if you're an admin, you can choose to display all priority values or limit them to just 'normal' and 'high' by navigating to Admin > Manage > Ticket Fields > Priority.
For those needing custom priority values, creating a custom ticket field is an option. This allows you to track any specific priority values you want to incorporate into your workflow. For more details on ticket fields, you can refer to the article: About ticket fields.
To create custom priority values in Zendesk, you can set up a custom ticket field. This allows you to define your own priority levels, such as P1, P2, P3, etc., and use them in your workflow. Once you've created a custom field, you can use triggers…
Unfortunately, there isn't a native way to prevent custom priority fields from appearing in follow-up tickets in Zendesk. However, you can use a workaround by creating a trigger that removes the tags associated with these fields in follow-up…
To restrict priority options for customers in Zendesk, you can adjust the permissions of the priority field. Set the field to 'Agents can edit' so that only agents can update it, preventing customers from selecting certain priority levels. This…
Setting up triggers for custom priority values in Zendesk involves creating a dropdown ticket field for your custom priorities and then configuring triggers to map these to the default priority field. First, create a dropdown field for your custom…