Highlighting Premium Organization to appear on ticket views first

5 Comments

  • Nicole - Community Manager
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    Hi Sari -

    There are ways you could set up a view to sort tickets so that those from your premium partners appear at the top. How do you currently designate tickets as being from your premium partners? Do you use a tag, a custom field, or do you also need to determine how to designate those tickets?

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  • Sari Siekkinen
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    Hi Nicole, we have set a field to Organization Fields.

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  • Madison Davis
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    Hi Sari! Can you describe your field in a bit more detail? Is it a dropdown, or some other kind of field? 

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  • Sari Siekkinen
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    Hi Madison, it is checkbox field --- if checked Organization is Premium Partner.

    And btw, we have Professional version of Zendesk.

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  • Brett - Community Manager
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    Hey Sari,

    If you're using a Checkbox you should be able to use this as a trigger condition as well. For organization tickets that have this Premium Checkbox option you can then set the ticket priority to Urgent. Here's a sample trigger below:

    You can then configure your view to order by ticket priority which will then show your Urgent tickets a the top of your ticket view. 

    I was able to track down following Chrome extension that would also highlight your tickets by priority as well: Zendesk Priority Highlight

    Hope this helps!

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