Mark tickets from a VIP email address as high priority

This scenario can be configured using 3 different workflow categories.

Create a workflow for Incoming Email:

  1. In the Condition section, select Sender Email.
  2. Select '=' as the operator and enter the customer's full email address as the value.
  3. In the Actions section, select Create Ticket and Set Property.
  4. Click next to the Set Property action, select Ticket Priority from the Property drop-down list
  5. Select High as the value and click Save Action. Save the Rule when finished.

Create a workflow for Portal Ticket Request or Easy Ticket Request:

  1. In the Condition section, select Contact Email Address.
  2. Select '=' as the operator.
  3. Enter the contact's full email address as the value.
  4. In the Actions section, select Create Ticket and Set Property.
  5. Click next to the Set Property action, select Ticket Priority from the Property drop-down list
  6. Select High as the value and click Save Action. Save the Rule when finished.

Set the contact of a ticket based on their email address

Create a workflow for Incoming Email using the following conditions and actions:

  1. In the Condition section, select Sender Email.
  2. Select '=' as the operator.
  3. Enter the customer's full email address as the value.
  4. In the Actions section, select Create Ticket and Assign Contact.
  5. Click next to the Assign Contact action and select from the following options for the Primary and Secondary criteria methods used for assigning a contact:
    1. Contact Which Created The Ticket Request – the contact email address from which the request originated.
    2. Use Default Customer Contact – the contact labeled as the primary point of contact (POC) for the customer.
    3. Named User – enter a specific email address.

Save the Action and the Rule to confirm the addition of the new conditions and actions to the workflow.