Ticket Priority when Emailed

Discussion in 'Developing, APIs and extending' started by JJenson, Feb 7, 2012.

  1. JJenson

    JJenson New Member

    I have searched for this but is there a way to set a ticket priority based on putting a word in the subject line like URGENT to mark that ticket as an emergency?

    I want users to be able to email in emergency priorities but default to normal if there is nothing in the subject line that would do that.

    Hope this makes sense
  2. Ray Chumley

    Ray Chumley New Member

    Were you ever able to find an answer to this? I was wanting to be able to do the same thing.
  3. Drew Keller

    Drew Keller Just one person in a world of millions.

    This is very easy.

    Set up a parser rule.

    Criteria when ticket subject contains Urgent.
    Action post parse. Change ticket priority = emergency or whatever your urgent priority is, ours is simply urgent.

    We have had this working since the start of the year, and never any issues with it. (other than users not putting the word in and just using the importance flag, but that's just a training issue for staff as Kayako dies not read the importance flag.(
  4. Ray Chumley

    Ray Chumley New Member

    That's great, thanks for the timly response!

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