Set Ticket Priority for SLA Targets - Frequently asked questions
Discover how to automatically set ticket priority for SLA targets. This page answers common questions about optimizing workflows and managing SLAs effectively.
Frequently asked questions
How can I automatically set ticket priority for SLA targets in Zendesk?
To automatically set ticket priority for SLA targets in Zendesk, you need to create a trigger. This trigger will ensure that the priority field is set, which is essential for SLA targets to be applied. Start by creating a new trigger and add…
How do I modify a trigger to set ticket priority based on keywords?
You can modify a trigger in Zendesk to set ticket priority based on keywords found in ticket comments. This allows for more customized priority settings. To do this, create a new trigger and add conditions like 'Ticket is Created' and 'Comment…
How can I verify if my trigger for setting ticket priority is working correctly?
To verify if your trigger for setting ticket priority is working correctly, you should check the ticket events in Zendesk. This will show all triggers applied to a ticket and any changes in ticket priority. By viewing the ticket events, you can…
Can I set ticket priority based on the support email address in Zendesk?
Yes, you can set ticket priority based on the support email address in Zendesk by creating a trigger that uses the email address as a condition. This involves setting up a trigger where the condition checks for the specific support email address…
What are some alternatives to the Round Robin app for ticket assignment in Zendesk?
If the Round Robin app or Play Mode in Zendesk isn't meeting your needs, consider using triggers or third-party apps for ticket assignment. You can create a trigger with an Assignee or Group action to assign tickets that haven't been assigned by…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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Freecash
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