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5.2. Remove the Urgent field from a customer portal request form

Updated: 3 Oct 2026, 08:30 PM EDT

Use these steps to remove the Urgent option from a HelpSpot customer portal request form. This procedure applies to the portal used by customers or portal users; it does not change the Urgent option on the staff request-creation screen.

Remove the Urgent field

1. In HelpSpot, go to Admin > Customize > Portal Templates.
2. Select the specific portal used to submit requests.
3. Open the request.tpl.php template.
4. Search for fUrgent or “Mark Urgent.”
5. Remove the HTML block containing the Urgent field, including the <select name="fUrgent" ...> dropdown and its associated label.
6. Save the template.

If you use secondary portals

Each secondary portal has its own templates. Select the portal that matches the URL your users visit; changing the primary portal template does not change a secondary portal.

Verify the change

Open the portal’s new-request page in a new browser window and check that the Urgent option no longer appears.