触发器可自动设置工单字段属性。此配方说明了如何创建触发器以根据收到工单的客服电邮地址设置工单优先级。此配方也可作为模板用于自动设置其他工单属性。
此工作流程包括以下步骤：
创建触发器以根据客服电邮地址设置工单优先级
要根据收到工单的电邮地址自动设置工单的优先级，请创建触发器。
请观看下面的视频，获取关于如何完成此工作流程的可视化指南。
创建触发器以设置优先级：
- 创建一个新触发器。
- 在满足所有以下条件下添加以下条件。
- 工单 > 工单 | 是 | 已创建
- 工单 > 接收于 | 客服电邮地址
- 在操作下添加：
- 工单 > 优先级 | 低、正常、高或紧急
- 选择创建触发器。
修改此触发器以设置其他工单属性
按照此触发器模板，根据客服电邮地址修改其他工单属性。例如，要为在一个客服电邮地址收到的所有工单添加标签，请修改操作以添加标签。根据您的工作流程混合和匹配触发器条件。
创建触发器以自动添加标签：
- 创建一个新触发器。
- 在满足所有以下条件下添加以下条件。
- 工单 > 工单 | 是 | 已创建
- 工单 > 接收于 | 客服电邮地址
- 在操作下添加：
-
工单 > 添加标签 | sales
-
工单 > 添加标签 | sales
验证是否已正确设置触发器
查看工单活动日志以验证触发器是否正确运行。工单活动日志将包括应用于工单的所有触发器，并反映工单优先级的更改。有关如何查看工单活动日志的分步说明，请参阅文章：查看所有活动日志以了解工单更新。
有关更多信息，请参阅文章：关于工单字段。
9 条评论
Paolo
If you have set the "Normal" trigger as a default, and only added the conditions "Received at" in the Meet ALL conditions, this will be applied to any ticket that will be received by your support email and may override the "Urgent" trigger. You can also try reordering your triggers to alter the order of how your triggers are fired. More information here: Reordering and sorting triggers.
If reordering the trigger did not help, I'd suggest reaching out to our Support Team to discuss this further and share the whole trigger conditions and actions for us to provide the best possible solution for your use case.
Best,
Paolo | Technical Support Engineer | Zendesk
0
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!
0
Gabriel Manlapig
This is possible, you may need to create or set up an organization for these users, and add the existing users to the organization, while the users that will be created moving forward will automatically be added by setting up the organization domain mapping (see Automatically adding users to organizations based on their email domain).
Ticket | Is | Created
Organization | Is | [Name of the organization]
Then the action can be set for:
Priority > [Low, Medium, High or Critical]
I hope this helps!. Thank you!
0
Louise Moghaddam
Is it possible to set the priority based on email domain of the requester? We wouldn't have the exact email address but we know the @emaildomain
0
Dane
I noticed that this concern has been addressed on a support ticket 10254444. If ever you still need assistance, don't hesitate to contact support directly and we'll be glad to help.
0
Elena
Hi! Is there a way for a ticket to have the priority status assigned automatically based on whether the client is VIP or not? I have an option to select the priority manually. The trigger for automatic assignment doesn't seem to work. Thanks.
0
Marco Valle
Cheeny, I have a new account. The priority field is not deactivated, however, I simply do not have it appearing in my tickets. I made a default SLA, and made the only rule of the SLA to apply to any ticket made after 12/10/2021. (rule making priority designation required)
0
Cheeny Aban
Hi Darren,
This type of incident happens when the Ticket Field: Ticket priority is deactivated on your Account. I suggest that you reactivate the said field by going to Ticket Fields>Inactive. Once active, they will be available again as a condition on your trigger
1
Darren Currie
Thanks for the video, Matteo. I tried this out using the same conditions and when setting the trigger's actions, the Priority options for Low, Normal, High, and Urgent are all grayed out. Any suggestions?
0
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