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

Return to top


  • Darren Currie

    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?

  • Cheeny Aban
    Zendesk Customer Care

    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


  • Marco Valle

    Cheeny, I have a new account. The priority field is not deactivated, however, I simply do not have it appearing in my tickets. I made a default SLA, and made the only rule of the SLA to apply to any ticket made after 12/10/2021. (rule making priority designation required)

  • Elena

    Hi! Is there a way for a ticket to have the priority status assigned automatically based on whether the client is VIP or not? I have an option to select the priority manually. The trigger for automatic assignment doesn't seem to work. Thanks.

  • Dane
    Zendesk Engineering
    I noticed that this concern has been addressed on a support ticket 10254444. If ever you still need assistance, don't hesitate to contact support directly and we'll be glad to help.
  • Louise Moghaddam

    Is it possible to set the priority based on email domain of the requester? We wouldn't have the exact email address but we know the @emaildomain

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Louise
    This is possible, you may need to create or set up an organization for these users, and add the existing users to the organization, while the users that will be created moving forward will automatically be added by setting up the organization domain mapping (see Automatically adding users to organizations based on their email domain).
    This way you can create a Trigger with conditions such as:
    Ticket | Is | Created
    Organization | Is | [Name of the organization]
    Then the action can be set for:
    Priority > [Low, Medium, High or Critical]
    I hope this helps!. Thank you!

Please sign in to leave a comment.

Powered by Zendesk