Overview

This article guides you on how users can set the priority of their own tickets.

Process

Log into the Admin Control Panel and open the Template Group you want to edit.
From the Settings: Ticket tab, you can set the User can select a ticket priority field to Yes or No.

NOTE: This option is enabled by default.

With this option enabled, users are now prompted to select a priority level when submitting their support requests.

If disabled, there is no option to choose, and Kayako assigns the default priority.