Can I set priority for requests automatically?

Can I set priority for requests automatically?

Yes, you can set the priority for requests based on conditions using Workflow Rules and Assignment Values.

  1. Goto Setup>Automation>Workflows 
  2. Create a new Workflow Rule 
  3. Create Workflow Actions to be associated to the Workflow Rule.

For detailed help to create workflow rule and workflow actions, refer Workflow Settings.

Illustration:

Let's assume you would like to set Priority as HIGH when a "request is coming from XYZ company" or "a particular field in your Request Form has the value 123"

To achieve this, 

  1. Goto Setup>Automation>Workflows
  2. Create a new Workflow rule for the Request module
  3. Under criteria, mention"contact e-mail" contains "@xyzcompany.com" or a field name contains "123"
  4. Under Workflow Actions, click the plus sign next to update fields. 
  5. In the following page, Add New Assignment Value, by selecting "Priority = High" and click Save


    • Related Articles

    • Set Task Status, Due Date and Priority

      Task Status An important aspect in customer support is to keep track of all the tasks that are created in your help desk. You can neatly track and organize the numerous tasks by their working statuses. Their status can be very useful in initiating ...

    • How to mass update a field in a selected set of requests?

      Mass update helps you update a particular field in a selected set of requests. To carry out a mass update select the requests you intend to update in the requests list view which would highlight the Update option.  Select the field you intend to ...

    • Set a Topic to private.

      You can set a Topic (including all the solutions under it) to private, so that it is not visible in the customer portal. To set a topic as private,  Go to Solutions tab in Zoho Support Right click on a Topic and select Make all solutions Private  ...

    • Can I auto-assign requests to Support Reps?

      Yes, you can automatically assign requests to Support Reps based on set conditions, using our Workflow Settings. Goto Setup>Automation>Workflows Create a New Rule and in the Actions area, create a Workflow Assignment Value to be associated to the ...

    • How to set display preferences for tickets?

      Alter the display preferences and see only those tickets that you would like to see by filtering them by age, sort them based on created time or due date and also define the maximum number of tickets that you think should be visible on a single page. ...