Set Ticket Priority by Email Address in Zendesk
How can I set ticket priority based on the support email address in Zendesk?
You can set ticket priority automatically based on the support email address by creating a trigger in Zendesk. To do this, create a new trigger and under 'Meet ALL of the following conditions', add conditions such as 'Object > Ticket > Ticket | Is | Created' and 'Object > Ticket > Received at | support email address'. Then, under 'Actions', set 'Object > Ticket > Priority' to Low, Normal, High, or Urgent. This setup will ensure that tickets are prioritized based on the email address they are received at.
For a detailed guide, you can watch the video provided in the originalZendesk article.
More related questions
Can I modify a trigger to set other ticket properties in Zendesk?
Yes, you can modify a trigger to set other ticket properties in Zendesk. By following the trigger template, you can adjust the actions to fit your needs. For instance, if you want to tag all tickets received at a specific support address, you can…
How do I verify if my Zendesk trigger is set up correctly?
To verify if your Zendesk trigger is set up correctly, you can view the ticket events. The ticket events will show all triggers applied to the ticket and reflect any changes in ticket priority. This is a useful way to ensure that your trigger is…
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If the priority options are grayed out when setting a trigger in Zendesk, it might be because the Ticket Field: Ticket priority is deactivated on your account. To resolve this, reactivate the field by navigating to Ticket Fields > Inactive. Once…
Can I set ticket priority based on the email domain of the requester in Zendesk?
Yes, you can set ticket priority based on the email domain of the requester in Zendesk by creating or setting up an organization for these users. Add existing users to the organization and set up organization domain mapping for new users. Then,…
How can I efficiently manage multiple trigger conditions in Zendesk?
To efficiently manage multiple trigger conditions in Zendesk, consider reordering your triggers to control the order in which they are applied. If a default trigger is overriding others, reordering might help. Additionally, you can set conditions…
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