Question
How do I set the ticket priority based on the support email address the ticket was received at?
Answer
To automatically set the priority of a ticket based on the email address the ticket was received at, create a trigger.
To create your trigger
- Create a new trigger.
- Under Meet ALL of the following conditions, add the conditions below:
- Object > Ticket > Ticket | Is | Created
- Object > Ticket > Received at | support email address
- Under Actions, add:
- Object > Ticket > Priority | Low, Normal, High, or Urgent
By following this template, modify other ticket properties based on the support address. For example, to tag all tickets received at one support address, 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.