We are considering allowing customers to select a priority level when entering a ticket. (Currently we choose the priority level internally and the customer cannot adjust it).
Does anyone have a process for their customers to choose priority and have insight or best practices around this?
@laurie12 When editing your ticket form, you can add the Priority field as an optional field for end users to fill out. Once the ticket is entered, the end user cannot change the priority, but this allows the customer to alert folks to urgent issues.
There is always the chance that someone will abuse that system and every ticket will be "urgent", but I've found customers value being able to define the priority of the ticket when they enter it.
We have set this up and as the End User Submits the form they can select the priority. A major flaw in this though is that the EU cannot see that unless they click on each ticket. Unless I am missing a way to add that column to their view? Similar 
to the attached mockup?
Currently, I have to export this and provide for them.
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