How to Create a Trigger That Assigns Tickets Based on Priority

Introduction / Problem statement
You want high-priority tickets to automatically go to a specialized support group. Triggers in Zendesk Support let you automate ticket assignments. This article describes how to build a trigger that reassigns tickets based on priority.

Steps / Procedure

1. Go to Business Rules → Triggers

   • In Zendesk Support Admin, navigate to Admin → Business Rules → Triggers.

   • Click Add trigger.

2. Set your Conditions

   • Meet ALL of the following:

     • Ticket: Priority is “Urgent” (or “High”)

   • Meet any of the following (optional):

     • Ticket: Status is “New” or “Open”

3. Set your Actions

   • Ticket: Group = “High Priority Support Team”

   • Ticket: Assignee = (optional specific agent)

   • Add a Tag (e.g. auto_high_priority) for tracking

4. Test your trigger

   • Create a ticket with priority “Urgent” and see if it’s assigned correctly.

   • Examine the trigger execution logs to confirm it fired.

Best practices / reminders

• Order triggers properly — position this trigger above more general assignment triggers.

• Use tags to track tickets processed by this automation.

• Avoid conflicting triggers that may reassign the same ticket later.