How do you make Ticket prioritization visible to your customers? 🤔

Question

Hello! Our company just rolled out the Tickets Portal to a few of our companies. For context, we’re a bespoke website CMS development company, and our select partners use our software to build marketing websites for their clients. 👩🏻‍💻Our partners have the option to submit feature requests, and they’d like to share whether those requests are priorities for their team. Ideally, they’d like to see which tickets are a priority at a glance within the Tickets Portal.However, since we can’t control the columns in the portal, we don’t have an easy way of doing that. Has anyone received a similar request from their users, and if so, have you found creative solutions to help them? Thank you in advance! 🎉

Diogo Silva · Accepted Answer

Hi AmberleeUnfortunately, there is no direct solution but there are some alternatives you can consider.• Use custom ticket states to indicate priorities.• Include the priority in the ticket title or description.• Use tags to mark priorities, which can be visible on the Ticket Portal.• Create a custom attribute field for priority and include this information in the ticket description.While these solutions are not ideal, they can help highlight ticket priorities in the Portal. For a more robust solution, consider making a request to the ideas section.Hope it helps :)

Lauren Burns · Answer

Is there any plans to develop this properly, feels like a huge gap

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded