Ticket Priority Selection on User end #2196
Description
Is your feature request related to a problem? Please describe.
Currently, the system has a provision to allow the users (end users) to select a ticket priority based on the list available.
Eg: Critical/Functional Query/Bug etc
However, as humans nature dictates, the customers will (and are) abusing this feature and marking every other ticket as Critical, causing unnecessary urgencies for trivial issues that, i: the user can solve them selves; ii: is actually Invalid/Out of Scope.
Describe the solution you'd like
What i recommend is a few configurable/customizable options like:
- I need help with .....
- Need Urgent Help with ......
- How do i ......
- Why is my Billing so high? ......
- Wish i had this feature .......
- This isn't supposed to work like this ..........
A few such options that the user can select while raising the issue instead of directly selecting the priority.
We can have a separate mapping doctype that we can map such options against a ticket priority in the system.
Eg:
- I need help with ..... (Priority Service Request)
- Need Urgent Help with ......(Priority Critical)
- How do i ......(Priority Functional Query)
- Why is my Billing so high? ......(Priority Investigation)
- Wish i had this feature .......(Priority Feature Request)
- This isn't supposed to work like this ..........(Priority Bug)
Describe the alternatives you've considered
No response
Additional context
No response