How to set the ticket priority based on the support email address? [Video] – Zendesk help

Question

How do I set the ticket priority based on the support email address the ticket was received at?

Answer

To automatically set the priority of a ticket based on the email address the ticket was received at, create a trigger.

To create your trigger

1. Create a new trigger.
2. Under Meet ALL of the following conditions, add the conditions below:
   • Object > Ticket > Ticket | Is | Created
   • Object > Ticket > Received at | support email address
3. Under Actions, add:
   • Object > Ticket > Priority | Low, Normal, High, or Urgent

You can also follow the video guide below.

By following this template, 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. Trigger conditions can be mixed and matched based on your workflow.

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