Set ticket priority based on last message received

[AMulagic]

Hi all,

A longer thread ahead as I am bugged by a seemingly simple problem, for which I can´t seem to find a solution.

So, want to develop a workflow where the trigger is the last message received from a visitor.

1. When the message from a visitor is less than 2 days old -> set the priority ticket to low
   
2. When the message from a visitor is more than 2, and less than 5 days old -> set the priority ticket to medium
   
3. When the message from a visitor is more than 5 days old -> set the priority ticket to high

The problem is re-enrollment. How to make the workflow enroll when the conversation is of certain "age".

The most recent try was to create a custom contact property that has three possible values: Low, Medium and High. It is filled automatically by the workflow visible in the attachment.

When the said workflow is completed, Inbox status is changed. Hence I developed another workflow where the trigger is Invox status is known. I am attaching this workflow as well. The thing is, it doesn´t update ticket priorty as it should.

What am I doing wrong? Can this be done at all?

With many regards,

 

[danmoyle · Accepted solution]

Hi @AMulagic. I tried to create something I thought would work, and here's what I found. When looking at the settings, there's a re-enrollment setting where you can turn this on and it gives me this choice: 

Here's how I set up the trigger and branches, too: 

I can't turn this on in my own portal, as I don't want to affect our live tickets and conversations. But it seems like this might work? 

Hope that helps at least spur some ideas. 

P.S. Thank you for the tag @kvlschaefer 😊

[danmoyle · Accepted solution]

Hi @AMulagic. I tried to create something I thought would work, and here's what I found. When looking at the settings, there's a re-enrollment setting where you can turn this on and it gives me this choice: 

Here's how I set up the trigger and branches, too: 

I can't turn this on in my own portal, as I don't want to affect our live tickets and conversations. But it seems like this might work? 

Hope that helps at least spur some ideas. 

P.S. Thank you for the tag @kvlschaefer 😊

[Jnix284 · Accepted solution]

@AMulagic  it looks like the proposed workflow from @danmoyle will achieve what you're looking for.

Another thing you might consider, rather than changing the priority, or in combination, is to create views in your conversations Inbox for the age of tickets - you can define the criteria for each date range and the ticket will automatically move through each view.

When you and your reps are working in the inbox, you can start with the tickets from the oldest view first.

I like to use filtered views from the inbox to help prioritize and escalate tickets, but another thing you can try is to use the new ticket tags - these are new as of Friday, so I haven't had a chance to check whether they can be automated via a workflow.

[danmoyle]

Love that idea @Jnix284 🙂 

[kvlschaefer]

Hi @AMulagic,

Thank you for reaching out to the Community!

I wanted to invite our subject matter experts to this conversation.

Hi @jolle, @danmoyle, @Jnix284 - Do you have any insight for @AMulagic's workflow query?

Thank you! 

Best,

Kristen