Question
How do I set the ticket priority based on the support email address the ticket was received at?
Answer
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
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.
7 Comments
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?
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
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)
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.
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.
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
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).
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!
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