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Change default Priority on Emailed Tickets

Hi All,

The majority of our tickets are logged into our service desk via Email address, based off historical use from our customers.  Today i changed the email request type to come in as an Incident rather than service request to allow for more accurate reporting of our SLA's.  However, the default priority that these come in as, are High.  Is there a way to set the default to come in on a medium priority?


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Stuart C Community Leader Feb 09, 2021

Hi @Dan Allenby 

You can add 'priority' to the request type and hide it:


It will ask you to set a preset which is where you choose the new default.

Thanks for the reply.  Is there anyway tat you can set a specific priority for a certain type of request?  For instance, when logging tickets on the portal, id like my customers to pick their own priority.  When logging via email, id like to the tickets to be set at a medium priority rather than high.


Daniel Ebers Community Leader Feb 15, 2021

Assuming your customers are picking several Custom Request types from portal but not the one associated with the email channel you will get exactly the desired behaviour.

In other words, you also set the preset like Stuart mentioned fot a Request Type tied to the email channel.

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