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]

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.