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