Inbound email priority trigger

[Wayne Goldstein]

I want to see how to trigger a priority setting based on a customer keyword. For example, if an email comes in with Urgent in the subject, can Jira set that as the default priority? 

[Walter Buggenhout]

Hi @Wayne Goldstein and welcome to the Community!

Yes, that is possible. But it is error prone and I am not sure if you would even want this in reality:

• do you really want to let your customers decide if something urgent or not?
• how do you expect your customers to know that they can raise the priority of a request they send you via mail?
• do you want to encourage people to add the word Urgent to the title of their emails?

Having said that, You could automate this with a rule like this:

Hope this helps!

[Wayne Goldstein]

Thanks for the reply. I guess my thought was that if the team lets the ball drop and the customer has some frustration they could increase the priority by sending in a request marked that. 

Based on this do you have a better suggestion?