Assign priority to certain users

Nand Patel

Does anyone know of a way to assign priority to incoming tickets from certain users? I.E VIP users send in a ticket and it is automatically assigned a different priority and SLA. Is there any way to setup a distinction between users? 

Scott Schellhardt_kfhy1i

Hi Nand, 

Here is how to accomplish what you are trying to do:

Automation:



SLA:




Explanation:

You will want to have the automation adjust the priority to a higher level for the VIPs, then you will want to create a specific SLA to cover if the priority is raised and if those specific VIPs are the reporter.

I hope this helps !