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setting priority via linking tickets

Answered
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Helen Hasenfuss

Posted May 17, 2022

Hi,

I have a situation whereby we receive an automated ticket that states: "if another such ticket comes in within 5 mins [of the 1st ticket], urgent action must be taken, otherwise if not: the priority can be reduced."

It'll always be the same organisation so is there any way the first ticket can be marked / tagged that if another ticket is received within this 5 minute period then a specific action is triggered, e.g. Email agents?

It this within the scope of triggers and automations or is there a different way to possibly set this up?

 

Many Thanks

Helen

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2 comments

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    Neil

    Zendesk Customer Care

    Hi Helen,
     
    I understand the workflow you are trying to achieve here. 
    Unfortunately this is no longer within the ball park of Triggers and Automation.

    Your best bet would be to manually triage these tickets. You can create a View specifically for tickets that are from this Organization and utilize the available items in View's Formatting options as needed.
     
    Hope this helps!

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    Helen Hasenfuss

    Hi Neil, 

    Thanks for your response and recommendation re the Views. I'll have another look and see what I can manage. 

    Thanks!

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