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Let agents confirm certain urgency levels - Community / Feature Request - Deskpro Support


Let agents confirm certain urgency levels Collecting Feedback

Some agents tend to set the urgency to 7,8,9 on all tickets because they have some strange feeling that tells them that everything they work on is urgent :-)

Of course it is possible to change the urgency to a regular level depending on the ticket content - but this always causes discussions.

It would be great to have the possibility to prompt agents when they set a certain urgency level. Example: "You are trying to set the urgency level to 9 - this is only appropriate for severe problems which (...). Are you sure? Yes/No"

The administrator should be able to define the question and to enable or disable the prompt per urgency level .

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