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

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. The workflow includes the steps below:

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Create a trigger to set the ticket priority based on the support address
To automatically set the ticket priority based on the email address that receives the ticket, create a trigger.
Watch the video below for a visual guide on how to accomplish this workflow.
To create a trigger to set priority:


Create a new trigger
Under Meet ALL of the following conditions, add these conditions: Ticket > Ticket | Is | Created and Ticket > Received at | the support email address
Under Actions, add: Ticket > Priority | Low, Normal, High, or Urgent

Select Create trigger


Modify this trigger to set other ticket properties
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.
To create a trigger to add a tag automatically:


Create a new trigger
Under Meet ALL of the following conditions, add these conditions: Ticket > Ticket | Is | Created and Ticket > Received at | the support email address
Under Actions, add: Ticket > Add tags | sales


Verify that you set up the trigger correctly
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 Viewing all events for ticket updates.
For more information, see About ticket fields.
