Workflow: Allow the customer to update the priority of their request

This workflow guides you to allow customers, or end users, to update the priority of a ticket. End users can only edit fields when they submit their ticket. After submission in the Help Center, they cannot edit ticket fields.

The workflow includes the steps below.

Step 1: Set appropriate Priority permissions

Step 2: Create 4 triggers

Step 3: Update your help center theme (Optional)

Use the following workaround to allow end users to update the Priority field after submission:

Step 1: Set appropriate Priority permissions

Set permissions of the Priority field to Customers can edit.

Step 2: Create 4 triggers

Create four different triggers to update the priority field based on end user comments containing specific keywords or patterns.

Be sure to use one trigger per keyword chain. To avoid unintended activation, use strings with - symbols:

ticket-priority-low

ticket-priority-normal

ticket-priority-high

ticket-priority-urgent

Note: Translate these keywords to your users' language. Avoid generic keywords like low or normal alone to prevent unwanted trigger activation.

Create your first triggers and name it with one of the priority levels

Set your trigger Conditions and Actions to update the priority accordingly. For example, for ticket-priority-low:

Conditions

Ticket details > Current user | Is | (end-user)

Ticket > Comment | Is | Public

Ticket > Comment text | Contains the following string | ticket-priority-low

Ticket > Priority | Is not | Low

Ticket > Tags | Contains none of the following | priority_updated_by_end_user

Actions

Ticket > Priority | Is | Low

Ticket > Add tags | priority_updated_by_end_user

Inform end users how to update priority by adding instructions to the default trigger Notify requester and CCs of received request. For example, add this sentence in the Email body:

To update this ticket to Low priority, reply in a comment with: ticket-priority-low.

Return to step 1 to create your other triggers for the remaining priorities

Always create 1 trigger per priority level

Step 3: Update your help center theme (Optional)

Optionally, you can also inform end users how to update priority by updating your help center theme > Modify the request_page.hbs file.

Insert this snippet below the existing line displaying priority:

{{request.priority_name}}

Add this snippet just after it and Save your changes:



To update the priority, add one of the following statuses as a comment to the ticket:


ticket-priority-normal
ticket-priority-high
ticket-priority-urgent



Disclaimer: This code is provided for instructional purposes only. Zendesk does not support or guarantee the code.