Hi All,
My company uses Zendesk across 3 products and I'm bringing a 4th online. This is all within the same brand (i think that's the root cause of problem).
For this 4th product, we'll be using Zendesk Support more for service delivery than support, so giving customers the ability to set priority on tickets is important. For the other products, we don't allow customers to set the priority, this is the permission on the priority system field:
I thought I'd be able to work around this with an automation. I created a new field for priority and created this rule:
The issue here is the rule won't trigger for an hour and I can't seem to work out how to have the rule trigger upon ticket submission, is this possible?
This is the impact:
This will be confusing for the customer when they see their ticket in the portal with conflicting priorities before the rule has triggered.
Is this the right approach? If so, is it possible to have rules trigger upon submission?
If it's not, is there any suggestions to how I can have the system priority field show on the form for this product and not others (1 form per product).
Cheers, Sam