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

Triggers can 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 received the ticket. Use this recipe as a template to automate setting other ticket properties as well.

The workflow includes the steps below:

Creating a trigger to set ticket priority based on the support address

Modifying this trigger to set other ticket properties

Verifying you set up the trigger correctly

Creating a trigger to set ticket priority based on the support address

To automatically set the priority of a ticket based on the email address the ticket was received at, 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 the conditions below:

Ticket > Ticket | Is | Created

Ticket > Received at | support email address

Under Actions, add:

Ticket > Priority | Low, Normal, High, or Urgent

Select Create trigger.

Modifying 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 received 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 the conditions below:

Ticket > Ticket | Is | Created

Ticket > Received at | support email address

Under Actions, add:

Ticket > Add tags | sales

Verifying you set up the trigger correctly

View the ticket events to verify that your trigger is running correctly. The ticket events will include all triggers applied to the ticket and reflect the change in ticket priority. For step-by-step instructions on how to view ticket events, see this article: Viewing all events for ticket updates.

For more information, see the article: About ticket fields.