Restricting users from setting the ticket priority

'Priority' plays an important role in support teams in streamlining the ticket flow. It speaks a lot about a user's concern and hence Ticket 'Priority' field now comes enabled by default where the customers can define the 'Priority' while submitting a new ticket from Client Support Center.

If you do not require the ticket priority in your support process, you can simply disable ticket priority selection from a direct setting in Admin interface:

For this,

  1. Go to 'Admin Control Panel'.
  2. Click on Templates on the left navigation bar.
  3. Click on Groups to see the listing.
  4. Choose the Group you are configuring for.
  5. Under the Settings: Tickets tab, disable the option next to User can select a ticket priority.
  6. Disable the option next to User can select a ticket priority

  7. After this, your customers does not get the option to set the Priority while submitting tickets from the client support center.

    Customers can still change their ticket Priority after the ticket submission from under the My Tickets section on Support Center depending on the configuration at Admin CP > Users > Manage User Groups. Choose the Group > 'Permissions'. Expand 'Tickets' category and enable Can change own ticket's status and priority (it is enabled by default).

The users are restricted successfully from setting their ticket priority.