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

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  • 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.

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