Priority category

  • Resolved bastienberenguier

    (@bastienberenguier)


    6 years, 4 months ago

    Hi is it possible to categorize priorities ?

    I would like to have 3 level of priorities, and into each level let’s say 3 kind of topics.

    We would have :
    Level 1 :
    – Topic 1
    – Topic 2
    – Topic 3
    Level 2 :
    – Topic 4
    – Topic 5
    – Topic 6
    Level 3 :
    – Topic 7
    – Topic 8
    – Topic 9

    I just don’t want the level to appear when the user chooses the priority, to not make them choose always the most urgent …

    I would like :
    – Topic 1
    – Topic 2
    – Topic 3
    – Topic 4
    – Topic 5
    – Topic 6
    – Topic 7
    – Topic 8
    – Topic 9

    Is there a way to do that ?

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    Why not just create the priorities as you listed in the second list? Without the first level? Then that would be all the user would see when they submit the ticket but internally you would know what the real priority is?

    Thanks.

    Thread Starter bastienberenguier

    (@bastienberenguier)

    Yeah that’s what I did, but then I can’t have in the admin a filtering by level of priority, can I ?

    Plugin Author awesomesupport

    (@awesomesupport)

    Ah, ok. Yeah, I see what you’re saying. The only solution I have would involve a couple of premium addons.

    – Custom Fields would allow you to create a new front-end field called something like “Topic”.

    – Business Rules Engine would allow you to create rules. You can specify a rule for each “Topic” that would automatically update the core Priority Field.

    Then, your agents can search and filter on the Priority Field.

    Unfortunately there’s nothing in the free plugin that would allow you to do something similar.

    Thanks.

    Thread Starter bastienberenguier

    (@bastienberenguier)

    Hi,
    Thanks for pointing that out. I will see the need !
    Best,
    Bastien

    Plugin Author awesomesupport

    (@awesomesupport)

    No problem. Let me know if you need anything else.

Viewing 5 replies - 1 through 5 (of 5 total)
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