You can use Web Help Desk to automate ticket workflows. For example, you can automatically change a ticket's priority type.
In the following example, a Critical priority type is created. In the next topic, the Critical priority type will be used in an action rule that changes all tickets submitted by the CEO to Critical.
- Click Setup.
Select Tickets > Priority Types and Alerts.
- Click New.
- Enter a name, and select a display order and color.
- (Optional) In the Due Time field, select the time when tickets with this priority should be closed.
- (Optional) In the Client Reminder Interval field, select the amount of time to elapse before sending (or resending) a reminder to clients.
- (Optional) In the Alert Repeat Interval field, select the amount of time between reminders to trigger an alert.
(Optional) In the Alert Level rows, set the conditions (such as time interval, criteria, and email recipients) for each Alert Level, beginning with Alert Level 1 and ending with Alert Level 3.
- Click Save.