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Workflow: How to set the ticket priority based on the support email address



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Matteo Genesio Stara

Zendesk Digital Resources Team

Edited Dec 17, 2024


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9 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?

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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

 

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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)

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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.

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Dane

Zendesk Engineering

Hi e.strashenko@gmail.com,
 
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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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

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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!
 

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Hi there, 

Looking to set multiple trigger conditions based on keywords for all emails coming to our support address (and subsequently assign each ticket either a Urgent, High, Normal, or Low priority).

I've tested creating 2 triggers: 

1) All tickets received at our support email, priority set to "Normal" as a default

2) All tickets received at our support email containing [X] keyword or string of words, priority set to "Urgent"

In testing each trigger, the "Normal" as default seems to supersede the "Urgent" trigger (we're looking to set and define SLAs based on priority).

Do I need to set up each other trigger to "does not contain" the keywords used in the "Urgent" trigger, and would this need to be done for each subsequent trigger condition?

Looking to see if there is a more efficient way to do so, so that each ticket is properly set to each priority and thus respective SLA.

Any help would be much appreciated!  

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Paolo

Zendesk Engineering

Hi Claudia,
 
If you have set the "Normal" trigger as a default, and only added the conditions "Received at" in the Meet ALL conditions, this will be applied to any ticket that will be received by your support email and may override the "Urgent" trigger. You can also try reordering your triggers to alter the order of how your triggers are fired. More information here: Reordering and sorting triggers.
 
If reordering the trigger did not help, I'd suggest reaching out to our Support Team to discuss this further and share the whole trigger conditions and actions for us to provide the best possible solution for your use case.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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