Prevent customers from setting ticket priority, due dates, and escalations
This is a new thing thats been happening and its been pretty frustrating. Recently we've been receiving new customer support tickets with customers preselecting their ticket priority, setting due dates (sometimes setting this up for immediate response, offten after hours, so we'll come in to new tickets showing up as late). Also, we have our internal processes for ticket response priority (answered in the order received so their preselections are irrelevant. Also, customers are setting their messages up, right out of the gate, as an escalation.
This has just started maybe a week or 2 ago and has been a nuisance. The big problem is I will occasionly set a due date for my agents, and my agents escalate tickets to me. Now I spend time sorting actual escalations from new tickets and time sorting and resorting actual priority and due tickets, etc. Our reports and agent metrix includes late tickets and how many escalations... so... when a customer can set a ticket as an escalation or with a due date, it messes up our system and my agents scores by showing they have late responses when they really don't.