Claudia Galla

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!  

Agree that drafts being visible to all agents would be helpful across tickets.

Is there a way to toggle draft mode in composer within the mobile app, or is there a timeline in which this feature may be rolled out?