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Assign priority to certain users

Nand Patel July 10, 2024

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? 

2 answers

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5 votes
Answer accepted
Scott Schellhardt
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July 10, 2024

Hi Nand, 

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

Automation:

Screenshot 2024-07-10 at 10.45.53 AM.png

SLA:

Screenshot 2024-07-10 at 10.49.14 AM.png


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 !

Nand Patel July 10, 2024

This is amazing. Thank you very much, Scott! 

0 votes
Nicolas Grossi
Banned
July 10, 2024
Nand Patel July 10, 2024

Thanks, Nicolas. Will give this a try. 

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