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Andrew11
September 13, 2022
Question

Filter on High Importance email

  • September 13, 2022
  • 5 replies
  • 39 views

Is it possible to set ticket priority based off whether or not an email coming in is marked as high importance?

 

thanks!

    5 replies

    Brett Bowser
    Brett BowserCommunity Manager
    Community Manager
    September 19, 2022
    Hey Andrew,
     
    Is there anything within the email that determines if it's high importance? How do you currently mark these emails as high importance when they come in? 
     
    You could potentially set up a trigger that will look at the comment text of a ticket. Otherwise if any email from a specific user is considered high importance, then you could tag the user profile which will in return tag the tickets they generate. 
     
    If you go down that route, you could create a trigger that sets the priority based on a tag within the tickets.
     
    Let me know if this isn't what you're looking for!
    A
    Andrew11Author
    October 19, 2022

    Brett, 
    I apologize I should have been more specific in this comment. High importance as in the ability in Outlook or O365 to select a priority for the email you are sending. I believe this marks something in the email header but I'm not an expert on email. Below is a screenshot of what I'm talking about.

    Jupete
    JupeteEmployee
    Employee
    October 21, 2022
    Hi Andrew, 
     
    Thank you for the additional context. This functionality is an in-product feature of Outlook and this is not rendered in Zendesk when it forwards an email and is converted as a ticket in your Zendesk. As Brett mentioned, we need to create triggers to put priority in your tickets using conditions and identifiers like tags, organization name, and subject. If there is one email address so far that is forwarding all emails then we need to look for identifiers in the emails that will come in that will help the trigger to route and apply priorities to tickets. 
     
    However, if there are multiple emails then you can set a ticket priority based on the incoming support address, and use the priority to move a ticket to the top of the queue. Or use manual triaging. 
     
    To get more information, you can check this guide that caters to ticket routing - Routing options for incoming tickets.
     
    We hope this helps! 
     
     
    C
    Ciara11
    November 29, 2023

    Hi,

    I have also had the same issue where customers rely on the outlook Flag to highlight that an issue or email is important, instead of writing urgent or important in the subject line. (sometimes they are forwarding on an existing email). It would be a good addition to the support product to capture this.

    Thanks

    Shawna James
    Shawna JamesCommunity Manager
    Community Manager
    December 4, 2023
    Hi Ciara, thanks so much for your feedback here. I want to point you in the direction of our product feedback forum for Support where our PM's review for product feature requests for this product area. It seems that you have a feature request here which we would love to have in our forums for others to view and vote. Thank you for taking the time to help us improve Zendesk!
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