Workflow: How to set the ticket priority based on the support email address

<p>Triggers automatically set ticket field properties. This recipe explains how to create a trigger to set a ticket's priority based on the support address that receives the ticket. Use this recipe as a template to automatically set other ticket properties.</p><p>The workflow includes the steps below:</p><div style="margin-bottom: 20px; text-align: right;">
<button id="master-toggle" class="btn fw-semibold text-dark" data-action="expand" style="background-color: #DEF991; border: none; outline: none; border-radius: 7px; padding: 10px 20px; font-size: 15px; transition: background-color 0.2s ease;" onmouseover="this.style.backgroundColor='#cbef6d'" onmouseout="this.style.backgroundColor='#DEF991'">
Expand all tabs
</button>
</div>
<script>
document.addEventListener('DOMContentLoaded', function () {
const toggleBtn = document.getElementById('master-toggle');

toggleBtn.addEventListener('click', function () {
const action = this.getAttribute('data-action');
const headers = document.querySelectorAll('.accordion');

headers.forEach(header => {
const isActive = header.classList.contains('active');
const panel = header.nextElementSibling; // Grabs the corresponding .panel container

if (action === 'expand' && !isActive) {
// Open it by simulating a standard click
header.click();
} else if (action === 'collapse' && isActive) {
// Close it by simulating a standard click
header.click();
}
});

// Flip button text and states
if (action === 'expand') {
this.setAttribute('data-action', 'collapse');
this.textContent = 'Collapse all tabs';
} else {
this.setAttribute('data-action', 'expand');
this.textContent = 'Expand all tabs';
}
});
});
</script><div class="accordion"><h3 id="01J4539CVJN0A7Y535M9TB4RPQ">Create a trigger to set the ticket priority based on the support address</h3></div><div class="panel">
<p>To automatically set the ticket priority based on the email address that receives the ticket, create a trigger.</p>
<p>Watch the video below for a visual guide on how to accomplish this workflow.</p>
<p>To create a trigger to set priority:</p>
<ol>
<li data-list-item-id="ea48a914dc2a7942d9e6e6b0e77dfc3af">
<a href="https://support.zendesk.com/hc/en-us/articles/4408886797466-Creating-ticket-triggers-for-automatic-ticket-updates-and-notifications" target="_blank" rel="noopener noreferrer">Create</a> a new trigger</li>
<li data-list-item-id="e45482eba9eda78cb3a3a0ffd465bd89f">Under <strong>Meet ALL of the following conditions</strong>, add these conditions: <strong>Ticket &gt; Ticket</strong> | <strong>Is</strong> | <strong>Created</strong> and <strong>Ticket &gt; Received at</strong> | the support email address</li>
<li data-list-item-id="e2daa303783667febea68140b666ba6e5">Under <strong>Actions</strong>, add: <strong>Ticket &gt; Priority</strong> | <strong>Low</strong>, <strong>Normal</strong>, <strong>High</strong>, or <strong>Urgent</strong>
</li>
<li data-list-item-id="e59fce364b037ce6dcf5403baacd67de2">Select <strong>Create trigger</strong><img src="https://support.zendesk.com/hc/article_attachments/10569886234650" alt="Set priority to urgent trigger.png" width="1970" height="1207">
</li>
</ol>
</div><div class="accordion"><h3 id="h_01J47KA2J8E5A3EN65G9QPA8HA">Modify this trigger to set other ticket properties</h3></div><div class="panel">
<p>Follow this trigger template to modify other ticket properties based on the support address. For example, to tag all tickets that arrive at one support address, modify the actions to add a tag instead. Mix and match trigger conditions based on your workflow.</p>
<p>To create a trigger to add a tag automatically:</p>
<ol>
<li data-list-item-id="e0d689599b562f85178d5c4eeb83f36c7">
<a href="https://support.zendesk.com/hc/en-us/articles/4408886797466-Creating-ticket-triggers-for-automatic-ticket-updates-and-notifications" target="_blank" rel="noopener noreferrer">Create</a> a new trigger</li>
<li data-list-item-id="e93c2beb1b7eb2e48b33ba8430770ee03">Under <strong>Meet ALL of the following conditions</strong>, add these conditions: <strong>Ticket &gt; Ticket</strong> | <strong>Is</strong> | <strong>Created</strong> and <strong>Ticket &gt; Received at</strong> | the support email address</li>
<li data-list-item-id="eca4c67878013e67d4975656db31a1116">Under <strong>Actions</strong>, add: <strong>Ticket &gt; Add tags</strong> | sales<img src="https://support.zendesk.com/hc/article_attachments/10569886234778" alt="Add sales tag trigger.png" width="1970" height="1207">
</li>
</ol>
</div><div class="accordion"><h3 id="h_01HXY1GYQDRZ3V1Y2A1VJXG88P">Verify that you set up the trigger correctly</h3></div><div class="panel">
<p>View the ticket events to verify that your trigger runs correctly. The ticket events list all triggers applied to the ticket and reflect the change in the ticket priority. For step-by-step instructions on how to view ticket events, see <a href="https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-all-events-for-ticket-updates" target="_blank" rel="noopener noreferrer">Viewing all events for ticket updates</a>.</p>
<p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408886739098-About-ticket-fields" target="_blank" rel="noopener noreferrer">About ticket fields</a>.</p>
</div>