Workflow: How to automatically set priority on tickets for SLA targets

To apply a service level agreement (SLA) to your tickets, you must set the Priority field on the ticket first. Use the steps below to automate this with triggers.

The workflow includes the steps below:

Step 1: Create a trigger that sets priority for all tickets for your SLA

Step 2: Modify this trigger to set priority based on keywords

Step 3: Verify that you set up the trigger correctly

Step 1: Create a trigger that sets priority for all tickets for your SLA

Triggers can set ticket priority so SLAs apply. In the example below, the trigger sets all tickets to the same priority.

To create a trigger that sets priority for all tickets:

In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers

On the triggers page, click the Ticket tab

Click Create trigger

Add the conditions below under Meet ALL of the following conditions:

Object > Ticket > Ticket | Is | Created

Object > Ticket > Priority | Is | -

Add the action below under Actions:

Object > Ticket > Priority | Normal

Click Create trigger

Step 2: Modify this trigger to set priority based on keywords

You can use any ticket property, such as a custom field, to set ticket priority. In this example, use keywords as trigger conditions. The trigger sets the priority based on the keywords in the ticket.

To create a trigger that sets priority based on keywords:

In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers

On the triggers page, click the Ticket tab

Click Create trigger

Add the conditions below under Meet ALL of the following conditions:

Object > Ticket > Ticket | Is | Created

Object > Ticket > Comment Text | Contains at least one of the following words | sales

Add the action below under Actions:

Object > Ticket > Priority | Normal

Click Create trigger

Step 3: Verify that you set up the trigger correctly

View the ticket events to verify that your trigger runs correctly. The ticket events include all triggers applied to the ticket and reflect changes in ticket priority. For instructions on how to view ticket events, see this article: Viewing all events for ticket updates.

For other questions about the ticket priority field, see the articles below:

How to set the ticket priority based on the support email address?

Can I edit the priority field?