Notify when high ticket comes in

[Antonia]

Hello, we receive work items from our customers via the Help Center and then we see the work items in our view. Is it possible to receive an email notification when a ticket with high priority lands in the view? Because we often don't notice when a high-priority ticket has been created.

[Staffan Redelius · Accepted solution]

Hi @Antonia 

This is absolutely possible using Automations. Here is a an example on how you could define the rule.

Let me know if you need help with any details

Best regards,
/Staffan

[Antonia]

Hi @Staffan Redelius

thank you, but if we create a high-value ticket ourselves, then the rule is also executed. The rule should only be executed when a customer creates a high-value ticket. I think they are also in a different group than us.

[Antonia]

Hi @Staffan Redelius

So, I've now managed to do what I meant in my previous comment, but we have a field called “Category.” Let me give you an example:
Someone creates a high-priority ticket with the category “Hardware,” then only ABC should receive an email.
Then someone creates a high-priority ticket with the category “Software,” then only XYZ should receive an email. Is that also possible with a rule? So there should be one more step between reporter and sending email.

[Staffan Redelius]

Hi Antonia!

1. Add a new component after "Reporter is a Customer" 
2. Add  a IF-condition and choose "IF or ELSE. Add condition options"
   1. Add the condition for your category
   2. Add the send mail for that category
3. Add a ELSE IF statement and another IF statement
   1. Add your second category
   2. Add the send email for that category

It should look like something in the picture below (but you need to change the fields reporter, category field and email details)

Best regards,
/Staffan