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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.

Accepted answers

Staffan Redelius

Hi @Antonia

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

Skärmbild 2025-09-16 123201.png

Let me know if you need help with any details

Best regards,
/Staffan

All comments

Staffan Redelius

Hi @Antonia

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

Skärmbild 2025-09-16 123201.png

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. Screenshot 2025-09-16 165209.png

Staffan Redelius

Hi Antonia!

Add a new component after "Reporter is a Customer"
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
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

Skärmbild 2025-09-17 111240.png

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