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.
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
By following this template, you can modify other ticket properties based on the support address as well. For example, if you wanted to tag all tickets received at one support address you would modify the actions to add a tag instead. Trigger conditions can be mixed and matched based on your workflow.
For more information, see the article: About ticket fields.