How to set the ticket priority based on the support email address [Video]

Zendesk Community Team

Question

How do I set the ticket priority based on the support email address the ticket was received at?

You can automatically set the priority of a ticket based on the email address the ticket was received at by creating a trigger.

Video

To create the trigger

Add a new trigger.
Under Meet ALL of the following conditions, add the conditions below:
- Ticket | Is | Created
- Received at | support email address
Under Actions, add:
- Priority | Low, Normal, High, or Urgent

For more information, see the article: About ticket fields.

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Darren Currie
- July 23, 2021 16:53
Thanks for the video, Matteo. I tried this out using the same conditions and when setting the trigger's actions, the Priority options for Low, Normal, High, and Urgent are all grayed out. Any suggestions?

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Cheeny Aban
- July 25, 2021 20:37
- Edited
Zendesk Customer Advocate
Hi Darren,

This type of incident happens when the Ticket Field: Ticket priority is deactivated on your Account. I suggest that you reactivate the said field by going to Ticket Fields>Inactive. Once active, they will be available again as a condition on your trigger

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