Question

Can I change the priority level of the email notifications sent from my ticket updates?

Answer

The X-priority header in an outgoing email notification is directly related to the priority level of a ticket within your Support account. This header is only included in outbound notifications that are sent to Zendesk agents and admins. This header is not present in outbound notifications that are sent to end users.

If you wish to adjust the priority level at which an email arrives in a user's email account, adjust the priority of the ticket within Zendesk.

X-Priority: 5 - when the ticket priority is low.

X-Priority: 3 - when the ticket priority is medium.

X-Priority: 2 - when the ticket priority is high.

X-Priority: 1 - when the ticket priority is urgent.

For more information, see the article: About ticket fields.